Senior Customer Success Manager - Scaled

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. At Chainguard, we are on a mission to secure the software supply chain by default. We are choosing to do this the right way, which is the hard way. Some have even called us “the Justice League of security.” Our team is founded by the industry's leading experts on open source software, security and cloud native development and is backed by Spark Capital, Sequoia, Amplify Partners, the Chainsmokers and more. Chainguard’s product portfolio includes Chainguard Images and Professional Services. Customers range from Fortune 500 companies in banking, fintech, government and infrastructure to startups and SMBs. Join us as we help organizations secure their software supply chain from source to production. The role, in a nutshell: As a Scaled Customer Success Manager at Chainguard, you will design and execute automated, data-driven strategies to support customers at scale throughout their journey. You’ll focus on building systems, playbooks, and digital engagement models that enable customers to successfully onboard, adopt, and realize value in a digital model. This role is ideal for someone who thrives on creating efficient, repeatable processes that empower customers to succeed through proactive, self-service, and tech-enabled touch points. What you’ll do: Customer Journey Design & Automation • Develop, implement, and continuously refine scalable customer success programs that guide customers through onboarding, adoption, and renewal. • Identify opportunities to automate key customer touch points using tools like lifecycle email campaigns, in-app guidance, and resource libraries. • Partner with internal teams to instrument the customer journey with metrics, triggers, and workflows that drive proactive engagement at scale. Customer Engagement & Enablement • Build and manage a one-to-many engagement strategy using webinars, office hours, community programs, and knowledge base resources. • Create and curate digital content—such as onboarding guides, best-practice documentation, and product tutorials—to empower customer self-sufficiency. • Use customer health data and behavioral signals to segment customers and deliver personalized yet automated outreach. Cross-Functional Collaboration • Work with Product, Marketing, and Education teams to align scalable success initiatives with new features and product launches. • Partner with Sales and Support to ensure consistent, seamless experiences across all customer touch points. • Advocate for product and process improvements based on customer feedback and journey analytics. Data-Driven Insights & Optimization • Monitor customer health metrics, product usage, and engagement patterns to identify trends and areas for proactive improvement. • Continuously measure and iterate on the success of scaled programs to improve efficiency, adoption, and retention outcomes. • Report on key metrics such as onboarding completion rates, engagement levels, and renewal performance across your customer base. What we're looking for: • 3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teams — such as Customer Success, Professional Servic