Senior Manager, Customer Success Management - EMEA/APJ

About the role

<div class="content-intro"><p>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.&nbsp;<br><br>Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake. <br><br>Chainguard is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.</p></div><table> <tbody> <tr> <td> <p><strong>The role, in a nutshell:</strong><strong><br></strong>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.</p> <p>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.</p> <p><strong>What you’ll do:</strong></p> <p><strong>Leadership and People Management:</strong></p> <ul> <li>Build, lead, and mentor a team of CSMs supporting Enterprise customers</li> <li>Foster a collaborative, high-performance, and customer-centric culture</li> <li>Provide coaching, performance management, and career development support</li> <li>Drive accountability through clear goals, metrics, and regular feedback</li> </ul> <p><strong>Segment Strategy and Execution:</strong></p> <ul> <li>Partner with Customer Success and cross-functional leaders to define segment-specific strategies</li> <li>Execute programs tailored to Enterprise customer needs</li> <li>Design and operationalize engagement models</li> <li>Ensure consistency in customer journeys while adapting for segment nuances</li> </ul> <p><strong>Customer Management:</strong></p> <ul> <li>Maintain visibility into adoption, health scores, and engagement metrics across the portfolio</li> <li>Guide the team in identifying churn risks and expansion opportunities</li> <li>Drive proactive outreach and intervention based on data insights</li> <li>Support account reviews and leverage segment-level insights to improve outcomes</li> </ul> <p><strong>Client Engagement and Advocacy:</strong></p> <ul> <li>Ensure strong stakeholder relationships across Enterprise accounts</li> <li>Deliver consistent value through interactions</li> <li>Capture and synthesize customer feedback to inform internal teams</li> <li>Act as the voice of the customer to influence product and go-to-market strategy</li> </ul> <p><strong>Retention and Growth:</strong></p> <ul> <li>Collaborate with Sales, Product, and Marketing to drive adoption and expansion</li> <li>Support renewal strategies and improve retention outcomes across segments</li> <li>Leverage data to contribute to accurate forecasting and pipeline visibility</li> <li>Identify and scale growth opportunities within the Enterprise base</li> </ul> <p><strong>Operational Excellence:</strong></p> <ul> <li>Implement and refine processes that enable scale and efficiency</li> <li>Improve team productivity through tooling, automation, and best practices</li> <li>Standardize workflows and reporting for consistency and visibility</li> <li>Monitor industry trends and evolve engagement strategies accordingly</li> </ul> <p><strong>What we're looking for:</strong></p> <ul> <li>4+ years of experience in Customer Success, Technical Account Management, or related fields</li> <li>Prior people management experience with a track record of developing high-performing teams</li> <li>Experience supporting Enterprise or

Skills