Manager, Customer Success Management - Public Sector (Fully Remote)

Chainguard; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Chainguard is seeking a senior customer success leader to build and mentor a high-performance CSM team. You will collaborate with CS and Professional Services to shape the customer success strategy, drive engagement, and implement automation to scale operations.

You will monitor adoption, mitigate churn, and push for account expansion while maintaining executive relationships and voicing customer needs to influence product improvements.

Qualifications

• Leadership experience in customer success teams.
• Coaching and performance management skills.
• Ability to design and drive strategic initiatives.

Responsibilities

• Lead and mentor a team of CSMs to foster collaboration and high performance.
• Shape customer success strategy with CS and Professional Services leaders to align initiatives.
• Drive customer engagement strategies and implement automation to scale.
• Mitigate churn and expand accounts by working with CSMs on adoption and renewals.
• Build executive-level relationships and advocate for customers to influence product improvements.
• Develop precise renewal forecasts and collaborate with sales on weekly projections.
• Implement operational processes and monitor market trends to stay ahead of demands.

Job description

• Build, lead, and mentor a team of CSMs, creating a collaborative and high-performance culture.
• Support career development, performance management, and skill enhancement within the team.

Strategic Planning and Execution:

• Collaborate with CSM and Professional Services leaders to shape the Customer Success strategy.
• Drive customer engagement strategies and implement automation to scale efficiently.

Customer Management and Growth:

• Monitor adoption metrics and work with CSMs to mitigate churn and drive account expansion.
• Build executive-level relationships and act as the voice of the customer to influence product improvements.

Retention and Continuous Improvement:

• Develop precise renewal forecasts and collaborate with sales on weekly projections.
• Implement operational processes and monitor industry trends to stay ahead of market demands.

Chainguard is a trusted source for open source, providing hardened, secure, and production-ready software builds that help organizations build faster, stay compliant, and eliminate risk. Backed by leading investors and trusted by Fortune 500 enterprises and global industry leaders, the company fosters a transparent, customer-obsessed culture focused on intentional action.