Senior Customer Success Manager – Scaled

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

Strong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale. 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.

Requirements

• 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, 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

Benefits

• Flexible & Remote-First Culture
• 100% Covered Health Insurance
• ∞ Flexible Time Off
• 18 Weeks Paid Parental Leave
• Stock options upon hire and promotion
• Secondary offerings
• 10 years to exercise options