Customer Success Manager - Scaled

Customer Success Manager - Scaled

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. Some have even called us "the Justice League of security." Our team is founded by the industry's leading experts on open source software, security and cloud native development and is backed by Spark Capital, Sequoia, Amplify Partners, the Chainsmokers and more. Chainguard's product portfolio includes Chainguard Images and Professional Services. Customers range from Fortune 500 companies in banking, fintech, government and infrastructure to startups and SMBs. Join us as we help organizations secure their software supply chain from source to production.

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 :

Cross-Functional Collaboration :

Data-Driven Insights & Optimization :

What we're looking for :

3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teamssuch 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 portfolioable to act autonomously to drive outcomes, manage escalations, and make key decisions on de-risking accounts or engaging leadership when appropriate.

Entrepreneurial and builder mentalitythis 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 proactivecomfortable 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 :

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.