Senior Customer Success Manager - Scaled

The role, in a nutshell:

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. You'll focus on building systems, playbooks, and digital engagement models that enable customers to successfully onboard, adopt, and realize value in a digital model. This role is ideal for someone who thrives on creating efficient, repeatable processes that empower customers to succeed through proactive, self-service, and tech-enabled touch points.

What you'll do:

Customer Journey Design & Automation

• 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.
• Partner with internal teams to instrument the customer journey with metrics, triggers, and workflows that drive proactive engagement at scale.

Customer Engagement & Enablement

• Build and manage a one-to-many engagement strategy using webinars, office hours, community programs, and knowledge base resources.
• Create and curate digital content, such as onboarding guides, best-practice documentation, and product tutorials, to empower customer self-sufficiency.
• Use customer health data and behavioral signals to segment customers and deliver personalized yet automated outreach.

Cross-Functional Collaboration

• Work with Product, Marketing, and Education teams to align scalable success initiatives with new features and product launches.
• Partner with Sales and Support to ensure consistent, seamless experiences across all customer touch points.
• Advocate for product and process improvements based on customer feedback and journey analytics.

Data-Driven Insights & Optimization

• Monitor customer health metrics, product usage, and engagement patterns to identify trends and areas for proactive improvement.
• Continuously measure and iterate on the success of scaled programs to improve efficiency, adoption, and retention outcomes.
• Report on key metrics such as onboarding completion rates, engagement levels, and renewal performance across your customer base.

What we're looking for:

• 3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teams, such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support.
• 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.

Strongly Preferred:

• Previous early-stage startup experience
• Passion for technology & cybersecurity

Compensation:

Up to $160K base salary + bonus

If your experience is close but doesn't fulfill all requirements, please apply. Chainguard is on a mission to build the best team. To achieve our goal, we are focused on hiring Chainguardians with unique backgrounds, perspectives, and experiences.

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.
• 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents.
• Flexible Time Off: Take the time you need to do our best work and recharge.
• 18 Weeks Paid Parental Leave: 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.