Customer Success Manager (Enterprise, East)

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 &팀

Home office stipend

Health/dental/vision insurance

Job summary

Chainguard is seeking a Customer Success Manager in New York, NY to own post-sales engagements for Commercial customers. You will lead onboarding, implementation and adoption, coordinating with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure seamless onboarding and ongoing success.

You will build relationships with multiple stakeholder levels, advocate for customer needs, drive value realization, and contribute to renewal and expansion while

Qualifications

• 2+ years experience in customer facing roles collaborating with both technical and business teams (Customer Success, Professional Services, Technical Account Management) or related combinations.
• Relevant domain knowledge in security and DevSecOps topics such as Supply Chain Security, containers, regulatory compliance.

Responsibilities

• Serve as post-sales primary point of contact for Commercial customers.
• Lead on customer onboarding, implementation and adoption.
• Collaborate with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure successful onboarding and ongoing support.
• Own customer relationships across multiple stakeholder levels and drive value realization, adoption and renewals.

Skills

Cross-functional collaboration

Customer facing

Emotional intelligence

Priority management

Entrepreneurial mindset

Continuous learning

Technology & cybersecurity passion

Tools

AWS

GCP

Azure

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
• Success Planning & Value: 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
• 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
• 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

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

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 SupportRelevant 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 skillsAn entrepreneurial mindset - you will be often build entirely new process or practices to ensure we best serve customersDemonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and fieldChainguard is on a mission to build the best team. To achieve our goal, we are focused on hiring Chainguardians with unique backgrounds, perspectives, and experiencesPassion for technology & cybersecurityPrevious early-stage startup experienceRelevant 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