Customer Success Manager, Enterprise - Central

Remote; San Francisco (CA); Remote; USD 106,000 - 144,000; Full time

Benefits offered by this job

Remote-friendly culture

Equity with stock options

100% health insurance

Flexible time off

18 weeks parental leave

Job summary

Chainguard is seeking a Customer Success Manager for Enterprise - Central, operating in a remote capacity to support Fortune 500 and global customers. You will own post-sales engagements across onboarding, implementation, and adoption, coordinating with Solutions Architects, Technical Support, Product Management, Engineering, and Sales to ensure successful outcomes.

You will lead onboarding plans, advocate for customer needs, resolve issues with support/engineering, and continuously expand

Qualifications

• 3+ years experience in SMB and mid-market customer facing roles in collaboration with technical and business teams.
• Domain knowledge in Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance, vulnerability management, or SDLC.
• Proactive ownership of customer portfolio with autonomous decision making and cross-team advocacy.

Responsibilities

• Lead customer onboarding for new enterprise accounts.
• Advocate for customer needs across internal teams and drive alignment.
• Collaborate with Technical Support and Customer Engineering to resolve issues promptly.
• Develop technical knowledge of Chainguard and stay current with features and best practices.
• Coordinate with Edu team to educate customers on product features and security principles.
• Build relationships with customer stakeholders from technicians to CISOs and drive renewals and expansion.

Skills

Customer Success

Account Management

Technical Collaboration

Onboarding

Job description

Defining the future of work & living globally

Customer Success Manager, Enterprise - Central

Remote

Sales & Business Development, Customer Service

Chainguard is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, Chainguard helps organizations build faster, stay compliant, and eliminate risk.

Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake.

Chainguard is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.

The role, in a nutshell:

As a Customer Success Manager at Chainguard, you will be the post-sales primary point of contact for our Enterprise 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.

What you’ll do:

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.

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, influence them to act toward customer needs.

Issue Management: Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues.

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.

Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles.

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.

What we're looking for:

3+ years experience in SMB and mid-market 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 - this is a new team at Chainguard where you will be required to both deviate from established procedure and 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

Strongly Preferred:

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

Compensation: $125,000 base salary + bonus

About Us

We live and breathe our company values:

We are customer obsessed — We focus on delivering solutions to our customers that create value and make their lives better.

We have a bias for intentional action — We prioritize, plan, try things, and fail fast.

We don't take ourselves too seriously (but we do serious work) — We are solving an important problem which takes focus, but we also like to enjoy the journey.

We trust each other and assume good intentions — We're transparent with decisions to empower team members to make well informed decisions.

A few of the benefits we offer:

Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.

Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).

100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.

Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.

18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.

Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.