The role, in a nutshell:
As a Senior Customer Success Manager at Chainguard, you will be the post-sales primary point of contact for our enterprise customers. You will be responsible for taking lead on customer engagements across onboarding, implementation, and adoption. In this role, you will work closely with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure the successful onboarding and support of your customers. You are their day-to-day contact, building relationships with customers and driving outcomes, adoption, and delivering time-to-value.
What you’ll do:
- Customer Onboarding: Lead the technical onboarding process for new customers. Partner with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan.
- Account Management: 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.
- Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles.
- Product Expertise: 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.
- Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. This means being a team player and having strong collaboration skills - this role must align with many different internal teams, influence them to act toward customer needs.
- Issue Management: Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues.
What we're looking for:
- 5+ years experience in enterprise, customer 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.
- Must hold an active NV1 with the ability to obtain NV2 to support our federal book of business.
- 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 - you will be 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
Strongly Preferred:
- Sydney location is preferred, but not required
- 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
About Us
Chainguard is the secure foundation for software development and deployment. By providing guarded open source software, built from source and updated continuously, Chainguard helps organizations eliminate threats in their software supply chains.
Founded by the industry's leading experts on open source software, security and cloud native development, Chainguard has built the largest library of open source software that is secure by default.
Chainguard’s mission is to be the safe source for open source.
We live and breathe our company values:
We are customer obsessed - We focus on delivering solutions to our customers that create value and make their lives better.
We have a bias for intentional action - We prioritize, plan, try things, and fail fast.
We don’t take ourselves too seriously (but we do serious work) - We are solving an important problem which takes focus, but we also like to enjoy the journey.
We trust each other and assume good intentions - We’re transparent with decisions to empower team members to make well informed decisions.
A few of the benefits we offer:
- Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
- Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
- 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
- ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
- 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.
If your experience is close but doesn’t fulfill all requirements, please apply. We’re building the best team in technology and are focused on hiring “Chainguardians'' with unique backgrounds, perspectives, and experiences.
Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
By submitting your application, you acknowledge that Chainguard will process your personal data in accordance with Chainguard’s Privacy Policy.
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