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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 Federal 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.
- 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: Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues.
- 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.
- Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles.
- 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.
What we're looking for:
- 5+ years experience in Federal, customer facing roles collaborating with both technical and business teams - Customer Success, Professional Services, Technical Account Management or a combination of those plus Sales, Solutions Engineering, or Technical Support.
- Relevant domain knowledge of one or more of the following; Supply Chain Security, DevSecOps, AppSec, security infrastructure, containers, regulatory compliance requirements, vulnerability management, software development lifecycle.
- This is a strategic and proactive role, our expectation is that this person will take full ownership of their customer portfolio and act with a high level of autonomy. This includes making key decisions to drive effective customer outcomes; deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict, and advocating to internal teams including sales, product, engineering, etc.
- An entrepreneurial mindset - this is a new team at Chainguard where you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve customers.
- Demonstrates a strong commitment to continuous personal and professional development, actively seeking opportunities to enhance skills, expand knowledge, and advance within their career and field.
- Driven, high emotional intelligence, and strong priority management skills
Strongly Preferred:
- East Coast Based
- Previous early-stage startup experience
- Passion for technology & cybersecurity
- Relevant hands-on technical experience, in one or more of the following domains: cloud computing environments (AWS, GCP, Azure), containers, Linux, Supply Chain Security, DevSecOps, AppSec, security, security infrastructure, regulatory compliance requirements, vulnerability management, software development lifecycle
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