[Remote] Manager, Customer Success Management - Public Sector

Note: The job is a remote job and is open to candidates in USA. Chainguard is hiring a Manager of Customer Success Management for its US Public Sector team. The role leads and develops CSMs, builds customer success strategies and processes, and drives customer adoption, retention, growth, and operational scale.

Responsibilities

• 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
• 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
• 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
• Stay informed about escalated accounts, take charge in resolving issues, offer leadership support to the team and customers as needed, and provide regular updates to senior leadership
• Work closely with customers to understand their unique requirements and challenges
• Build strong client relationships at the Executive level to understand their workflow, prioritize Chainguard engagements, drive customer satisfaction and position account growth
• Serve as the voice of the customer within the organization, providing insights and feedback to drive product improvements and innovations
• Collaborate with GTM, Product, and Engineering teams to drive adoption, customer retention, and growth
• Utilize insights from customer adoption data to develop precise renewal forecasts. Collaborate closely with the sales team to generate a weekly forecast aggregation, projecting at least six months into the future
• Implement and refine operational processes to enhance efficiency and effectiveness within the CSM team and engagement model
• Monitor industry trends and best practices to stay ahead of market demands

Skills

• 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
• 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
• This role needs to be based in the United States
• Advanced degree preferred

Benefits

• 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.
• Receive stock options upon hire and promotion.
• You can participate in secondary offerings and have 10 years to exercise your options.
• 100% covered 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.
• 18 weeks paid parental leave 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.

Company Overview

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