Cybersecurity, Software Supply Chain Security, Cloud Native, Open Source Security

Senior Manager, Customer Success Management - EMEA/APJ

RemoteRemoteFull TimeSeniorPosted 2 months ago

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Required skills

Customer Success
CSM
Enterprise
high-ARR
high-touch
retention
growth
metrics-driven
process optimization
forecasting

Nice to have

Cybersecurity
DevOps

Role summary

Chainguard is seeking a Senior Manager of Customer Success Management for EMEA/APJ to lead and mentor a team of CSMs supporting Enterprise customers. This remote role, based in the UK, focuses on building a high-performance, customer-centric culture and driving efficient, data-informed customer engagement, retention, and growth strategies. The ideal candidate will have 4+ years of experience in Customer Success or related fields, prior people management experience, and a strong operational mindset. A background in Cybersecurity or DevOps is preferred. The role involves strategic planning, operational excellence, and close collaboration with cross-functional teams to ensure customer value and drive business outcomes.

Chainguard is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, Chainguard helps organizations build faster, stay compliant, and eliminate risk. Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake. Chainguard is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.

The role, in a nutshell:The Manager of Customer Success Management (CSM) will report to the Director of Customer Success, working collaboratively to achieve company goals and advance customer success initiatives across the Enterprise segments.

As a leader within the Customer Success organization, this role will partner closely with cross-functional teams to support and scale the CSM function. The ideal candidate brings strong people management skills, experience operating in high-volume, scaled customer environments, and a focus on driving efficient, data-informed customer engagement, retention, and growth strategies.

What you’ll do:

Leadership and People Management:

Build, lead, and mentor a team of CSMs supporting Enterprise customers

Foster a collaborative, high-performance, and customer-centric culture

Provide coaching, performance management, and career development support

Drive accountability through clear goals, metrics, and regular feedback

Segment Strategy and Execution:

Partner with Customer Success and cross-functional leaders to define segment-specific strategies

Execute programs tailored to Enterprise customer needs

Design and operationalize engagement models

Ensure consistency in customer journeys while adapting for segment nuances

Customer Management:

Maintain visibility into adoption, health scores, and engagement metrics across the portfolio

Guide the team in identifying churn risks and expansion opportunities

Drive proactive outreach and intervention based on data insights

Support account reviews and leverage segment-level insights to improve outcomes

Client Engagement and Advocacy:

Ensure strong stakeholder relationships across Enterprise accounts

Deliver consistent value through interactions

Capture and synthesize customer feedback to inform internal teams

Act as the voice of the customer to influence product and go-to-market strategy

Retention and Growth:

Collaborate with Sales, Product, and Marketing to drive adoption and expansion

Support renewal strategies and improve retention outcomes across segments

Leverage data to contribute to accurate forecasting and pipeline visibility

Identify and scale growth opportunities within the Enterprise base

Operational Excellence:

Implement and refine processes that enable scale and efficiency

Improve team productivity through tooling, automation, and best practices

Standardize workflows and reporting for consistency and visibility

Monitor industry trends and evolve engagement strategies accordingly

What we're looking for:

4+ years of experience in Customer Success, Technical Account Management, or related fields

Prior people management experience with a track record of developing high-performing teams

Experience supporting Enterprise or high-ARR customer segments

Experience with high-touch customer success models

Background in Cybersecurity, DevOps, or a related technical domain preferred

Strong operational mindset with experience building or optimizing processes

Proven ability to drive retention and growth in a metrics-driven environment

Excellent communication and interpersonal skills across diverse audiences

Bachelor’s degree in a relevant field; advanced degree preferred

Currently located in the United Kingdom

Compensation: up to £150,000 base salary + bonus (depending on experience)

If your experience is close but doesn’t fulfill all requirements, please apply. Chainguard is on a mission to build the best team. To achieve our goal, we are focused on hiring “Guardians'' with unique backgrounds, perspectives, and experiences.

About Us

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 Global Candidate Privacy Notice.

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