Senior Manager, Customer Success Management - Enterprise US East/EMEA

Chainguard is the trusted source for open source, helping organizations build faster and stay compliant. The Senior Manager of Customer Success Management will lead a team to drive customer engagement, retention, and growth strategies across Enterprise segments.

Responsibilities:

• Build, lead, and mentor a team of CSMs supporting Enterprise customers
• Foster a collaborative, high-performance, and customer-centric culture
• Provide coaching, performance management, and career development support
• Drive accountability through clear goals, metrics, and regular feedback
• Partner with Customer Success and cross-functional leaders to define segment-specific strategies
• Execute programs tailored to Enterprise customer needs
• Design and operationalize engagement models
• Ensure consistency in customer journeys while adapting for segment nuances
• Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
• Guide the team in identifying churn risks and expansion opportunities
• Drive proactive outreach and intervention based on data insights
• Support account reviews and leverage segment-level insights to improve outcomes
• Ensure strong stakeholder relationships across Enterprise accounts
• Deliver consistent value through interactions
• Capture and synthesize customer feedback to inform internal teams
• Act as the voice of the customer to influence product and go-to-market strategy
• Collaborate with Sales, Product, and Marketing to drive adoption and expansion
• Support renewal strategies and improve retention outcomes across segments
• Leverage data to contribute to accurate forecasting and pipeline visibility
• Identify and scale growth opportunities within the Enterprise base
• Implement and refine processes that enable scale and efficiency
• Improve team productivity through tooling, automation, and best practices
• Standardize workflows and reporting for consistency and visibility
• Monitor industry trends and evolve engagement strategies accordingly

Requirements:

• 4+ years of experience in Customer Success, Account Management, or related fields
• Prior people management experience with a track record of developing high-performing teams
• Experience supporting Enterprise or high-ARR customer segments
• Experience with high-touch customer success models
• Strong operational mindset with experience building or optimizing processes
• Proven ability to drive retention and growth in a metrics-driven environment
• Excellent communication and interpersonal skills across diverse audiences
• Bachelor's degree in a relevant field
• Advanced degree preferred
• Background in Cybersecurity, DevOps, or a related technical domain