[Remote] Senior Customer Success Manager, Enterprise - West
Note: The job is a remote job and is open to candidates in USA. Chainguard is the trusted source for open source, delivering hardened and secure builds for organizations. As a Senior Customer Success Manager, you will be the primary point of contact for Enterprise customers, leading onboarding and adoption efforts while collaborating with various internal teams to ensure customer success.
Responsibilities
- Drive business success planning by partnering with customers, pre-sales, and post-sales teams to align on requirements, goals, and challenges
- Provide thought leadership on change management for large, scaled rollouts
- Support the full Business Value Realization cycle to ensure customers can demonstrate and prove value internally
- Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams
- Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues
- Develop hands-on technical knowledge of Chainguard and stay up-to-date with industry trends, new features, and best practices so you can help customers optimize their use of Chainguard
- Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles
- Develop relationships with multiple levels of customer stakeholders from technicians to CISOs
- Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks
Skills
- 5+ years experience in enterprise, customer facing roles collaborating with both technical and business teams - Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support
- Relevant domain knowledge of one or more of the following: Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance requirements, vulnerability management, software development lifecycle
- This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy. This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc
- An entrepreneurial mindset - you will be often build entirely new process or practices to ensure we best serve customers
- Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field
- Driven, high emotional intelligence, and strong priority management skills
- Previous early-stage startup experience
- Passion for technology & cybersecurity
- Relevant hands-on technical experience, in one or more of the following domains: cloud computing environments (AWS, GCP, Azure), containers, Linux, Supply Chain Security, DevSecOps, AppSec, security, security infrastructure, regulatory compliance requirements, vulnerability management, software development lifecycle
Benefits
- Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
- Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
- 100% Covered Health Insurance: We cover 100% 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 – to do our best work, we need to recharge and reset.
- 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.
Company Overview
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