Senior Customer Success Manager - EMEA
As a Senior Customer Success Manager at Chainguard, you will serve as the primary post-sales contact for enterprise customers in the EMEA region. This role involves leading customer engagements across onboarding, implementation, and adoption phases. You will collaborate closely with Solutions Architects, Technical Support, Product Management, Engineering, and Sales teams to ensure successful customer onboarding and ongoing support. Your primary objective is to build strong relationships with customers, drive desired outcomes, promote product adoption, and deliver measurable value.
Key responsibilities include leading the technical onboarding process for new customers by understanding their requirements, goals, and challenges to develop tailored onboarding plans. You will manage accounts by developing relationships with stakeholders at various levels, from technical staff to CISOs, and work with sales teams to identify opportunities for renewal and expansion while mitigating churn risks. Additionally, you will collaborate with customers and internal education teams to provide training on product features, best practices, and security principles. Maintaining up-to-date technical knowledge of Chainguard's offerings and industry trends is essential to help customers optimize their use of the products. Acting as the voice of the customer within the organization, you will advocate for their needs and collaborate with internal teams to address them. Managing and resolving customer issues in partnership with Technical Support and Customer Engineering teams is also a critical aspect of the role.
The ideal candidate will have over five years of experience in enterprise customer-facing roles, such as Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support. Fluency in English is required, with professional fluency in German preferred. Relevant domain knowledge in areas like Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance, vulnerability management, or the software development lifecycle is essential. This strategic and proactive role requires autonomy, decision-making capabilities, and the ability to advocate for customer needs within the organization. An entrepreneurial mindset is important, as you may need to develop new processes or practices to best serve customers. A strong commitment to continuous personal and professional development, high emotional intelligence, and effective priority management skills are also desired.
Chainguard offers a flexible and remote-first culture, allowing you to work remotely with opportunities for team meetups and bi-annual destination summits. Employees receive stock options upon hire and promotion, with a 10-year window to exercise options. The company covers 100% of health, vision, and dental insurance premiums for employees and their dependents. An unlimited flexible time-off policy is in place to ensure employees can recharge and reset as needed. Additionally, Chainguard provides 18 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, with the option to use the leave all at once or throughout the child's first year.
Chainguard is committed to fostering a collaborative and high-performance culture. The company values customer obsession, intentional action, and transparency. Employees are encouraged to take ownership of their work, prioritize effectively, and embrace the journey with a sense of humor. Trust and assuming good intentions are fundamental to the company's ethos, empowering team members to make well-informed decisions and celebrate each other's accomplishments.