Senior Customer Success Manager - Scaled

Chainguard is hiring a Senior Customer Success Manager - Scaled to design and execute automated, data-driven strategies that support customers throughout their journey. The role builds scalable programs, digital engagement, and customer insights to improve onboarding, adoption, value realization, and renewals.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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 portfolio — able to act autonomously to drive outcomes, manage escalations, and make key decisions on de-risking accounts or engaging leadership when appropriate
• 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 and proactive — comfortable 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
• Previous early-stage startup experience
• Passion for technology & cybersecurity