Senior Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the primary post-sales contact for enterprise clients.

• Guide customer interactions throughout onboarding, implementation, and adoption phases.

• Collaborate with Solutions Architects, Technical Support, Product Management, Engineering, and Sales teams.

• Oversee the technical onboarding process and create onboarding plans tailored to customer needs, objectives, and challenges.

• Build relationships with customer stakeholders, ranging from technicians to Chief Information Security Officers (CISOs).

• Work alongside sales to uncover renewal and expansion opportunities while reducing churn risks.

• Partner with customers and the Education team to discuss product features, best practices, and security principles.

• Acquire practical technical knowledge of Chainguard and remain updated on industry trends, features, and best practices.

• Serve as the voice of the customer and champion their needs within the organization.

• Collaborate with Technical Support and Customer Engineering to swiftly address customer issues.

• Propel customer outcomes, product adoption, and accelerate time-to-value.

⛳️ Requirements

• Over 5 years of experience in enterprise, customer-facing roles working with technical and business teams, including Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.

• Must possess an active NV1 clearance with the capability to obtain NV2 clearance.

• Relevant expertise in one or more areas such as Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance, vulnerability management, or software development lifecycle.

• Proven ability to take full responsibility for a customer portfolio and operate with a high degree of autonomy.

• Capability to make important decisions regarding customer outcomes, escalations, issue risk mitigation, and internal advocacy.

• Entrepreneurial mindset with the ability to establish new processes or practices.

• Commitment to ongoing personal and professional growth.

• Strong emotional intelligence and effective priority management skills.

• Preference for candidates located in Sydney, though not mandatory.

• Previous experience in early-stage startups is highly desirable.

• A strong passion for technology and cybersecurity is highly preferred.

• Relevant hands-on technical experience with cloud computing platforms such as AWS, GCP, or Azure; containers; Linux; Supply Chain Security; DevSecOps; AppSec; security infrastructure; regulatory compliance; vulnerability management; or software development lifecycle is strongly preferred.

🏝️ Benefits

• Flexible & Remote-First Culture: Enjoy remote work with opportunities for team meetups, bi-annual destination summits, and a monthly stipend for coworking spaces, as well as phone and internet expenses.

• Stock options available upon hiring and promotion.

• Participate in secondary offerings with a 10-year window to exercise options.

• Comprehensive health, vision, and dental insurance premiums fully covered for employees and their dependents.

• Flexible time off policy.

• Paid parental leave of 18 weeks for birthing parents and 12 weeks for non-birthing parents, which can be taken all at once or spread throughout the child's first year.

• Opportunities for team meetups and bi-annual destination summits.