Staff Customer Success Manager, Majors – Financial Services

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

📋 Description

• Establish and nurture trusted relationships within customer organizations, engaging with everyone from practitioner teams to CISOs and executive sponsors. Gain a deep understanding of each customer's business goals, risk priorities, and regulatory landscape to effectively align Chainguard's value proposition.

• Oversee the business-oriented aspects of the onboarding process, which includes success planning, stakeholder alignment, and value delivery milestones. Collaborate with Solutions Architects responsible for technical implementation to ensure coordination between business and technical workstreams.

• Facilitate executive business reviews, strategic planning sessions, and escalation discussions. Recognize when to involve Chainguard's executive team and adeptly navigate complex stakeholder dynamics within large financial institutions.

• Partner closely with sales colleagues to identify opportunities for expansion, reduce renewal risks, and formulate multi-year account strategies that are based on demonstrated value.

• Serve as the voice of the customer within the organization, translating customer needs into feedback for product and roadmap development. Influence cross-functional teams, including Product, Engineering, and Sales, on behalf of your accounts.

• Collaborate with Technical Support and Engineering on escalations, acting as the business-facing lead while the Solutions Architect manages technical resolutions.

⛳️ Requirements

• A minimum of 5 years in customer-facing roles within enterprise settings, with a strong preference for experience in or related to financial services. Backgrounds in Customer Success, Strategic Account Management, or Consulting are all relevant.

• Proven ability to function as a strategic business partner rather than merely a relationship manager. This entails understanding customer business objectives, navigating organizational complexities, and linking Chainguard's outcomes to quantifiable business value.

• Familiarity with regulatory and compliance requirements in financial services (such as SOC 2, FedRAMP, PCI DSS, and operational resilience frameworks) and their influence on security purchasing decisions.

• A working knowledge of one or more of the following areas: software supply chain security, vulnerability management, DevSecOps, container security, or application security. While technical implementation experience is not required, the ability to speak credibly about business and security outcomes in these domains is essential.

• This role operates with high autonomy. You are expected to take full ownership of your portfolio, make independent decisions regarding account strategy and escalation, and develop new playbooks when existing ones do not suffice.

• Strong executive presence and communication skills, both written and verbal, are crucial.

• High emotional intelligence, effective prioritization skills, and the ability to navigate ambiguity comfortably.

🏝️ 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

• Paid parental leave to support you and your family