Scaled Customer Success Lead — Data-Driven & Remote

Chainguard; New York (NY); Remoto; USD 100.000 - 150.000; Tempo integral

Benefícios oferecidos por esta vaga

Equity/stock options

Unlimited PTO

Remote work with flexible coworking

Home office stipend

Comprehensive health coverage

Resumo da vaga

Chainguard is seeking a Scaled Customer Success Manager to design and execute automated, data-driven programs that onboard, adopt, and renew customers at scale. You will build playbooks, digital engagement models, and one-to-many initiatives such as webinars and knowledge resources to empower customers.

The role focuses on instrumenting the journey with metrics, creating self-service content, and collaborating with Product, Marketing, and Education to align with new features.

Qualificações

• 3+ years in enterprise, customer-facing roles.
• Strong operational mindset to design scalable systems.
• Entrepreneurial builder mentality in a fast-growing team.
• High emotional intelligence and prioritization skills.
• Strategic owner of customer portfolios, capable of autonomous decision-making.
• Previous early-stage startup experience.
• Passion for technology and cybersecurity.

Responsabilidades

• Design and execute automated, data-driven strategies to support customers at scale.
• Develop scalable customer success programs guiding onboarding, adoption, renewal.
• Identify opportunities to automate key touchpoints using lifecycle campaigns, in-app guidance, and resources.
• Partner with internal teams to instrument the customer journey with metrics, triggers, workflows.
• Build and manage a one-to-many engagement strategy using webinars, office hours, community programs, and knowledge base resources.
• Create and curate onboarding guides, best-practice documentation, and product tutorials.
• Use customer health data and behavioral signals to segment customers and deliver personalized yet automated outreach.
• Work with Product, Marketing, and Education teams to align scalable success initiatives with new features and product launches.
• Partner with Sales and Support to ensure consistent, seamless experiences across all customer touch points.
• Advocate for product and process improvements based on customer feedback and journey analytics.
• Monitor customer health metrics, product usage, and engagement patterns to identify trends and areas for proactive improvement.
• Continuously measure and iterate on the success of scaled programs to improve efficiency, adoption, and retention outcomes.
• Report on key metrics such as onboarding completion rates, engagement levels, and renewal performance across your customer base

Conhecimentos

Process automation

Data-driven strategy

Customer lifecycle management

Cross-functional collaboration

Strategic ownership

Startup experience

Descrição da vaga

Chainguard is seeking a Scaled Customer Success Manager to design and execute automated, data-driven programs that onboard, adopt, and renew customers at scale. You will build playbooks, digital engagement models, and one-to-many initiatives such as webinars and knowledge resources to empower customers.

The role focuses on instrumenting the journey with metrics, creating self-service content, and collaborating with Product, Marketing, and Education to align with new features.