Customer Success Manager (Commercial)

Chainguard; New York (NY); Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Equity/stock options

Unlimited PTO

Remote work with flexible coworking

Home office and internet stipend

100% health/dental/vision insurance

Job summary

Chainguard is seeking a Customer Success Manager to be the post-sales primary contact for Commercial customers. You will lead onboarding, implementation and adoption, working closely with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure successful onboarding and support.

You will drive relationships with stakeholders from technicians to CISOs, identify renewal and expansion opportunities, and educate customers on product features, best practices, and

Qualifications

• 2+ years experience in customer facing roles collaborating with both technical and business teams
• Passion for technology & cybersecurity
• Relevant hands-on technical experience in cloud, containers, Linux, DevSecOps or security practices
• Demonstrates strong emotional intelligence and priority management skills

Responsibilities

• 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
• Develop relationships with multiple levels of customer stakeholders from technicians to CISOs. Work with sales to renew and expand customers while minimizing churn
• Collaborate with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure successful onboarding and support
• Act as the voice of the customer within the organization, advocating for customer needs to internal teams and guiding cross-functional collaboration

Skills

Customer Success

Onboarding

Account Management

Training & Education

Product Expertise

Customer Advocacy

Issue Management

Job description

• As a Customer Success Manager at Chainguard, you will be the post-sales primary point of contact for our Commercial customers.
• You will be responsible for taking lead on customer engagements across onboarding, implementation, and adoption
• In this role, you will work closely with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure the successful onboarding and support of your customers.
• You are their day-to-day contact, building relationships with customers and driving outcomes, adoption, and delivering time-to-value
• 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

Benefits

• Equity/stock options
• Unlimited PTO
• Remote work with flexible coworking and team meetup opportunities
• Home office and internet stipend
• 100% health/dental/vision insurance coverage for you and your family

Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and fieldThis 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, etcAn entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new processes or practices to ensure we best serve customersRelevant domain knowledge of one or more of the following: Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance requirements, vulnerability management, software development lifecycleDriven, high emotional intelligence, and strong priority management skills2+ 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 SupportPrevious early-stage startup experiencePassion for technology & cybersecurityRelevant 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