customer support
Posted 2 weeks agoSenior Manager, Customer Success Management - Enterprise US East/EMEA
at Chainguard
United StatesRemote
Responsibilities
- Build, lead, and mentor a team of CSMs supporting Enterprise customers
- Foster a collaborative, high-performance, and customer-centric culture
- Drive accountability through clear goals, metrics, and regular feedback
- Execute programs tailored to Enterprise customer needs
- Design and operationalize engagement models
- Ensure consistency in customer journeys while adapting for segment nuances
- Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
- Guide the team in identifying churn risks and expansion opportunities
- Drive proactive outreach and intervention based on data insights
- Support account reviews and leverage segment-level insights to improve outcomes
- Ensure strong stakeholder relationships across Enterprise accounts
- Deliver consistent value through interactions
- Collaborate with Sales, Product, and Marketing to drive adoption and expansion
- Support renewal strategies and improve retention outcomes across segments
- Identify and scale growth opportunities within the Enterprise base
- Implement and refine processes that enable scale and efficiency
- Improve team productivity through tooling, automation, and best practices
- Standardize workflows and reporting for consistency and visibility
- Monitor industry trends and evolve engagement strategies accordingly
Requirements
- 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.
- experience operating in high-volume, scaled customer environments, and a focus on driving efficient, data-informed customer engagement, retention, and growth strategies. What you’ll do:
- Act as the voice of the customer to influence product and go-to-market strategy
- experience in Customer Success, Account Management, or related fields
- experience with a track record of developing high-performing teams •