Customer Success Manager, Commercial

Chainguard provides hardened, secure, production-ready open-source software builds to help organizations secure their software supply chains. The Customer Success Manager is the post-sales primary contact for Commercial customers, leading onboarding, implementation, and adoption while coordinating with internal teams to drive customer outcomes and time-to-value.

Responsibilities:

• Customer Onboarding: Lead the technical onboarding process for new customers. Partner with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan
• Account Management: 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
• Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles
• Product Expertise: 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
• Customer Advocacy: 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, influencing them to act toward customer needs
• Issue Management: Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues

Requirements:

• 2+ years experience in 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
• An entrepreneurial mindset
• 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