Senior Customer Success Manager - Scaled

About Chainguard

Chainguard is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, Chainguard helps organizations build faster, stay compliant, and eliminate risk. Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake.

At Chainguard, we are on a mission to secure the software supply chain by default. We are choosing to do this the right way, which is the hard way. Join us as we help organizations secure their software supply chain from source to production.

The Role

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

• Experience: 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.
• Scaled Operations: 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.
• Operational Mindset: Strong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.
• Strategic Ownership: 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.
• Builder Mentality: 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: Comfortable using analytics, customer health data, and behavior signals to inform engagement strategies and continuous improvement.
• Soft Skills: 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 and a passion for technology & cybersecurity.

Benefits & Perks

• 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.
• Equity: Receive stock options upon hire and promotion, with participation in secondary offerings and 10 years to exercise options.
• 100% Covered Health Insurance: 100% coverage for health, vision, and dental insurance premiums for you and your dependents.
• Flexible Time Off: Take the time you need to recharge and reset.
• Paid Parental Leave: 18 weeks for birthing parents and 12 weeks for non-birthing parents.