Senior Customer Success Manager - Federal

Chainguard is the trusted source for open source, helping organizations build faster and stay compliant. As a Senior Customer Success Manager, you will be the primary post-sales contact for Federal customers, leading engagements across onboarding, implementation, and adoption 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

Requirements:

• 5+ years experience in Public Sector 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 - this is a new team at Chainguard where you will be required to both deviate from established procedure and 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