Staff Customer Success Manager, Majors (Financial Services)

Chainguard is hiring a Staff Customer Success Manager to serve as the strategic business partner and post-sales primary contact for a portfolio of major financial services customers. The role focuses on driving customer outcomes, executive relationships, value realization, renewals, expansion, and account health in coordination with cross-functional teams.

Responsibilities:

• Strategic Account Management: Build and maintain trusted relationships across customer organizations, from practitioner teams to CISOs and executive sponsors. Understand each customer's business objectives, risk priorities, and regulatory environment to align Chainguard's value accordingly
• Customer Onboarding and Success Planning: Lead the business-focused elements of onboarding, including success planning, stakeholder alignment, and value delivery milestones. Partner with Solutions Architects who own technical implementation, ensuring business and technical workstreams stay coordinated
• Executive Engagement: Lead and facilitate executive business reviews, strategic planning sessions, and escalation conversations. Know when to bring in Chainguard's executive team and how to navigate complex stakeholder dynamics in large financial institutions
• Renewal and Expansion: Work closely with your sales counterparts to identify expansion opportunities, mitigate renewal risk, and build multi-year account strategies grounded in demonstrated value
• Customer Advocacy: Represent the voice of the customer internally, translating customer needs into product and roadmap feedback. Influence cross-functional teams including Product, Engineering, and Sales on behalf of your accounts
• Issue Management: Coordinate with Technical Support and Engineering on escalations, serving as the business-facing lead while the SA manages technical resolution

Requirements:

• 5+ years in enterprise customer-facing roles, with a strong preference for experience in or adjacent to financial services
• Customer Success, Strategic Account Management, or Consulting backgrounds are all relevant
• Demonstrated ability to operate as a strategic business partner, not just a relationship manager
• This means understanding customer business goals, navigating organizational complexity, and connecting Chainguard outcomes to measurable business value
• Familiarity with financial services regulatory and compliance drivers (SOC 2, FedRAMP, PCI DSS, operational resilience frameworks) and how they shape security buying decisions
• Working knowledge of one or more of the following domains: software supply chain security, vulnerability management, DevSecOps, container security, or application security
• You do not need to be a technical implementer, but you need to speak credibly to business and security outcomes in these areas
• This is a high-autonomy role
• You are expected to take full ownership of your portfolio, make independent decisions about account strategy and escalation, and build new playbooks when existing ones do not fit
• Strong executive presence and communication skills, both written and verbal
• High emotional intelligence, strong prioritization instincts, and comfort navigating ambiguity
• Prior experience managing strategic accounts at a cybersecurity or infrastructure software company
• Experience supporting or selling into financial services customers such as banks, asset managers, insurers, or fintechs
• Familiarity with the security and compliance obligations that shape procurement and adoption cycles in regulated industries
• Previous early-stage startup experience