Senior Customer Success Manager

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

📋 Description

• Propel business success by collaborating with customers, pre-sales, and post-sales teams to align on requirements, objectives, and challenges. Offer strategic guidance on change management for extensive rollouts. Support the complete Business Value Realization cycle to enable customers to showcase and validate value internally.

• Serve as the customer's advocate within the organization, representing their needs and requirements to internal teams. This role necessitates strong collaboration skills and teamwork, as it involves aligning with various internal teams and influencing them to prioritize customer needs.

• Work alongside Technical Support and Customer Engineering teams to ensure prompt resolution of customer issues.

• Acquire hands-on technical expertise in Chainguard and stay informed about industry trends, new features, and best practices to assist customers in optimizing their use of Chainguard.

• Partner with customers and our Education team to ensure that customers are well-informed about product features, best practices, and security principles.

• Foster relationships with various levels of customer stakeholders, from technicians to CISOs. Collaborate closely with sales teams to identify optimal pathways for customer renewals and expansions while minimizing churn risks.

⛳️ Requirements

• Over 5 years of experience in enterprise, customer-facing roles that involve collaboration with both technical and business teams—such as Customer Success, Professional Services, Technical Account Management, or a combination of these along with Sales, Solutions Engineering, or Technical Support.

• Relevant knowledge in one or more domains, including Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance, vulnerability management, and the software development lifecycle.

• This role requires a strategic and proactive approach, with the expectation that the individual will take complete ownership of their customer portfolio and operate with a high degree of autonomy. This includes making crucial decisions to achieve effective customer outcomes, determining when to involve our executive team or C-suite in customer escalations, managing risks or de-escalating customer issues and conflicts, and advocating for internal teams like sales, product, and engineering.

• An entrepreneurial mindset is essential, as you will frequently need to establish entirely new processes or practices to ensure optimal customer service.

• A strong commitment to ongoing personal and professional development, actively seeking opportunities to enhance skills, broaden knowledge, and progress within their career and industry.

• Motivated, with high emotional intelligence and robust priority management abilities.

🏝️ 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.

• Our Approach to Equity: Receive stock options upon hiring and promotion. You can also partake in secondary offerings and have a generous 10 years to exercise your options (yes, you read that right: 10 years!).

• 100% Covered Health Insurance: We cover the entire cost 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—recharging is essential for delivering our best work.

• 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the flexibility to use it all at once or throughout your child's first year.