Chainguard Manager of Customer Success Management at Chainguard leading US Public Sector CSM team. Drive customer engagement, retention, and growth strategies while mentoring team and collaborating with leadership.
Responsibilities
The Manager of Customer Success Management (CSM), US Public Sector will report to the Sr. Manager of Customer Success (Enterprise US East & Public Sector), working collaboratively to achieve the company's goals and enhance customer success initiatives.
As a key leadership role within the Customer Success organization, the Manager of CSM will partner closely with other Customer Success leaders in building and shaping the function. The successful candidate will demonstrate strong people management skills, experience building out a CSM function (i.e. customer engagement, account management and retention strategies), and a mindset of driving operational excellence and scale.
Leadership and People Management:
Build, lead and mentor a team of CSMs, fostering a collaborative and high-performance culture.
Provide guidance and support for career development, performance management, and skill enhancement within the team.
Strategic Planning, Building and Execution:
Collaborate with the CSM and Professional Services leaders to develop and execute the overall strategy for Customer Success at Chainguard.
Drive the creation of customer engagement strategies to meet adoption, retention, and growth targets.
Develop processes in the lens of value and customer experience. Institute scale and automation in order to accomplish more with less over time.
Customer Management:
Ensure a thorough grasp of adoption metrics across the customer base and collaborate with CSMs to devise actionable plans for mitigating churn risk and promoting account expansion.
Conduct account deep dives to drive adoption and account level objectives.
Qualification
Experience in CybersecurityBachelor’s degree in a relevant fieldWe are remote friendly
Required
At least 3+ years of proven experience in a leadership role, with a strong background in people management.
Experience in Cybersecurity, DevOps, or an adjacent space
Experience working with US Public Sector customers and the unique regulatory, compliance, and procurement requirements of the segment
Bachelor’s degree in a relevant field; advanced degree preferred.
Demonstrated success in building and scaling CSM functions.
In-depth knowledge of project management methodologies and practices.
Excellent communication and interpersonal skills, with the ability to engage with both internal teams and external clients and executive level personas
We are remote friendly, but this role needs to be based in the United States