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Senior Customer Success Manager - EMEA

Chainguard
29 days ago
Full-time
Remote
Worldwide
Remote Customer Support

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:

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:&lt