Senior Manager, Customer Success Management - EMEA/APJ

Chainguard; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Chainguard, the trusted source for secure open source software, is seeking a Manager of Customer Success Management to lead a team serving Enterprise customers. You will partner with cross-functional leaders to drive adoption, retention, and growth through data-informed engagement strategies.

You will coach a high-performing team, shape segment programs, and collaborate with Sales, Product, and Marketing to ensure predictable renewal and expansion outcomes.

Qualifications

• Strong people management skills with a track record of building high‑performing teams.
• Experience operating in high-volume, scaled customer environments.
• Ability to translate data into actionable engagement, retention, and growth strategies.
• Excellent cross-functional collaboration and coaching capabilities.

Responsibilities

• Lead and mentor a team of CSMs serving Enterprise customers.
• Define segment-specific strategies and engagement programs for Enterprise.
• Monitor adoption, health scores, and engagement metrics; identify churn risks and growth opportunities.
• Engage with Sales, Product, and Marketing to drive adoption, renewal, and expansion.

Skills

People management

Leadership

Data-driven

Cross-functional collaboration

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.

The role, in a nutshell:

The Manager of Customer Success Management (CSM) will report to the Director of Customer Success, working collaboratively to achieve company goals and advance customer success initiatives across the Enterprise segments.As a leader within the Customer Success organization, this role will partner closely with cross-functional teams to support and scale the CSM function. The ideal candidate brings strong people management skills, experience operating in high-volume, scaled customer environments, and a focus on driving efficient, data-informed customer engagement, retention, and growth strategies.

Leadership and People Management:

• Build, lead, and mentor a team of CSMs supporting Enterprise customers
• Foster a collaborative, high-performance, and customer-centric culture
• Provide coaching, performance management, and career development support
• Drive accountability through clear goals, metrics, and regular feedback

Segment Strategy and Execution:

• Partner with Customer Success and cross-functional leaders to define segment-specific strategies
• Execute programs tailored to Enterprise customer needs
• Design and operationalize engagement models
• Ensure consistency in customer journeys while adapting for segment nuances

Customer Management:

• Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
• Guide the team in identifying churn risks and expansion opportunities
• Drive proactive outreach and intervention based on data insights
• Support account reviews and leverage segment-level insights to improve outcomes

Client Engagement and Advocacy:

• Ensure strong stakeholder relationships across Enterprise accounts
• Deliver consistent value through interactions
• Capture and synthesize customer feedback to inform internal teams
• Act as the voice of the customer to influence product and go-to-market strategy

Retention and Growth:

• Collaborate with Sales, Product, and Marketing to drive adoption and expansion
• Support renewal strategies and improve retention outcomes across segments
• Leverage data to contribute to accurate forecasting and pipeline visibility
• Identify and scale growth opportunities within the Enterprise base

Operational Excellence:

• Implement and refine processes that enable scale and efficiency
• Improve team productivity through tooling, automation, and best practices
• Sta