Senior Customer Success Manager - Scaled

OpenKrill; United States; Remote; USD 144,000 - 176,000; Full time

Benefits offered by this job

Flexible & Remote-First Culture

Stock options

Health insurance

Paid parental leave

Annual learning stipend

Job summary

Chainguard is building hardened, secure, production‑ready open source software. We design digital, self‑service engagement and scalable support to onboard and retain customers across a global footprint. This role emphasizes automation, content creation, and proactive customer success at scale.

You will partner with product and sales to improve adoption and renewal, delivering measurable value through data signals and automated workflows. A remote‑first culture supports flexible, high‑impact work.

Qualifications

• 3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teams.
• Experience operating in a scaled or digital success model using automation and data insights.
• Strong operational mindset to design, optimize systems, workflows, and playbooks for customer outcomes.

Responsibilities

• Design and implement scalable customer success programs guiding onboarding, adoption, and renewal.
• Automate key touchpoints using lifecycle emails, in‑app guidance, and knowledge resources.
• Collaborate with Product, Marketing, and Education to align success initiatives with new features.

Skills

Customer success

Automation

Data‑driven decision making

Cross‑functional collaboration

Strategic ownership

Tools

Lifecycle email campaigns

In‑app guidance

Resource libraries

Job description

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.

At Chainguard, we are on a mission to secure the software supply chain by default. We are choosing to do this the right way, which is the hard way. Some have even called us "the Justice League of security." Our team is founded by the industry's leading experts on open source software, security and cloud native development and is backed by Spark Capital, Sequoia, Amplify Partners, the Chainsmokers and more. Chainguard’s product portfolio includes Chainguard Images and Professional Services. Customers range from Fortune 500 companies in banking, fintech, government and infrastructure to startups and SMBs. Join us as we help organizations secure their software supply chain from source to production.

The role, in a nutshell:

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. 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 points.

What you’ll do:

Customer Journey Design & Automation

• 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.

Customer Engagement & Enablement

• 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.

Cross-Functional Collaboration

• 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.

Data-Driven Insights & Optimization

• 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.

What we're looking for:

• 3+ 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 Support.
• Experience operating in a scaled or digital success model, using automation, data insights, and digital programs to engage and support customers efficiently across their lifecycle.
• Strong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.
• Strategic 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 appropriate.
• Entrepreneurial 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 customers.
• Data-driven and proactive — comfortable using analytics, customer health data, and behavior signals to inform engagement strategies and continuous improvement.
• High emotional intelligence and prioritization skills, with a strong commitment to continuous learning, professional growth, and operational excellence.

Strongly Preferred:

• Previous early-stage startup experience
• Passion for technology & cybersecurity

Compensation: up to $160K 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.

By submitting your application, you acknowledge that Chainguard will process your personal data in accordance with Chainguard's Global Candidate Privacy Notice.

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