Senior Customer Success Manager, Enterprise - West

Chainguard is the trusted source for open source, helping organizations build faster and eliminate risk. As a Senior Customer Success Manager, you will be the primary point of contact for Enterprise customers, responsible for onboarding, implementation, and adoption, while collaborating with various internal teams to ensure customer success.

Responsibilities:

• Drive business success planning by partnering with customers, pre-sales, and post-sales teams to align on requirements, goals, and challenges. Provide thought leadership on change management for large, scaled rollouts. Support the full Business Value Realization cycle to ensure customers can demonstrate and prove value internally
• Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. This means being a team player and having strong collaboration skills - this role must align with many different internal teams, influence them to act toward customer needs
• Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues
• Develop hands-on technical knowledge of Chainguard and stay up-to-date with industry trends, new features, and best practices so you can help customers optimize their use of Chainguard
• Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles
• Develop relationships with multiple levels of customer stakeholders from technicians to CISOs. Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks

Requirements:

• 5+ years experience in enterprise, customer facing roles collaborating with both technical and business teams - Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support
• Relevant domain knowledge of one or more of the following: Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance requirements, vulnerability management, software development lifecycle
• This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy. This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc
• An entrepreneurial mindset - you will be often build entirely new process or practices to ensure we best serve customers
• Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field
• Driven, high emotional intelligence, and strong priority management skills
• Previous early-stage startup experience
• Passion for technology & cybersecurity
• Relevant hands-on technical experience, in one or more of the following domains: cloud computing environments (AWS, GCP, Azure), containers, Linux, Supply Chain Security, DevSecOps, AppSec, security, security infrastructure, regulatory compliance requirements, vulnerability management, software development lifecycle