Senior Customer Success Manager (Scaled)

Chainguard; New York (NY); Remote; USD 100,000 - 150,000; Full time

Benefits offered by this job

Equity/stock options

Unlimited PTO

Remote work with flexible coworking

Home office stipend

Comprehensive health coverage

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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

Skills

Process automation

Data-driven strategy

Customer lifecycle management

Cross-functional collaboration

Strategic ownership

Startup experience

Job description

• As a Scaled Customer Success Manager at Chainguard, you will design and execute automated, data-driven strategies to support customers at scale throughout their journey. You’ll focus on building systems, playbooks, and digital engagement models that enable customers to successfully onboard, adopt, and realize value in a digital model
• Develop, implement, and continuously refine scalable customer success programs that guide customers through onboarding, adoption, and renewal
• Identify opportunities to automate key customer touch points using tools like lifecycle email campaigns, in-app guidance, and resource libraries
• Partner with internal teams to instrument the customer journey with metrics, triggers, and workflows that drive proactive engagement at scale
• Build and manage a one-to-many engagement strategy using webinars, office hours, community programs, and knowledge base resources
• Create and curate digital content—such as onboarding guides, best-practice documentation, and product tutorials to empower customer self-sufficiency
• 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

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

If your experience is close but doesn’t fulfill all requirements, This role is ideal for someone who thrives on creating efficient, repeatable processes that empower customers to succeed through proactive, self-service, and tech-enabled touch pointsData-driven and proactive — comfortable using analytics, customer health data, and behavior signals to inform engagement strategies and continuous improvementExperience operating in a scaled or digital success model, using automation, data insights, and digital programs to engage and support customers efficiently across their lifecycle3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teams—such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical SupportStrong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scaleEntrepreneurial and builder mentality — this is a new, fast-growing team at Chainguard, where you’ll have the opportunity to create and refine scalable processes, programs, and tools to best serve customersHigh emotional intelligence and prioritization skills, with a strong commitment to continuous learning, professional growth, and operational excellenceStrategic ownership of your customer portfolio — able to act autonomously to drive outcomes, manage escalations, and make key decisions on de-risking accounts or engaging leadership when appropriatePrevious early-stage startup experiencePassion for technology & cybersecurity