Senior Manager, Customer Success Management (EMEA/APJ)
Chainguard 是开源领域的可信赖来源。通过提供经过加固、安全且适用于生产环境的开源软件构建，Chainguard 帮助组织加快构建速度，保持合规性并消除风险。
我们的客户包括财富 500 强企业和全球行业领导者，包括 Anduril、Canva、Fortinet、Hewlett Packard Enterprise、OpenAI、Snap Inc. 和 Snowflake。
Chainguard 获得了包括 Amplify、IVP、Kleiner Perkins、Lightspeed Venture Partners、Mantis VC、Redpoint Ventures、Sequoia Capital 和 Spark Capital 在内的领先投资机构的支持。
**职位概要：** 客户成功经理（CSM）将向客户成功总监汇报，与团队协作实现公司目标，并推动企业客户成功计划的发展。
作为客户成功组织中的领导者，该职位将与跨职能团队紧密合作，以支持和扩展 CSM 功能。理想的候选人具备强大的人员管理能力，有在高容量、规模化客户环境中工作的经验，并专注于推动高效、数据驱动的客户参与、留存和增长策略。
**你将负责：**
**领导力与人员管理：**
- 组建、领导并指导支持企业客户的 CSM 团队
- 培养协作、高性能和以客户为中心的文化
- 提供辅导、绩效管理和职业发展支持
- 通过明确的目标、指标和定期反馈推动问责制
**细分市场策略与执行：**
- 与客户成功和跨职能领导合作，制定针对细分市场的策略
- 执行符合企业客户需求的项目
- 设计并实施参与模型
- 确保客户旅程的一致性，同时适应细分市场的特点
**客户管理：**
- 保持对产品组合中采用情况、健康评分和参与度指标的可见性
- 指导团队识别流失风险和扩展机会
- 根据数据洞察进行主动接触和干预
- 支持账户审查，并利用细分层面的洞察提升结果
**客户互动与倡导：**
- 在企业客户中建立牢固的利益相关者关系
- 通过互动持续提供价值
- 捕获并整合客户反馈以供内部团队参考
- 成为
查看英文原文
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:** 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.
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.
**What you’ll do:**
**Leadership and People Management:**
- Build, lead, and mentor a team of CSMs supporting Enterprise customers
- Foster a collaborative, high-performance, and customer-centric culture
- Provide coaching, performance management, and career development support
- Drive accountability through clear goals, metrics, and regular feedback
**Segment Strategy and Execution:**
- Partner with Customer Success and cross-functional leaders to define segment-specific strategies
- Execute programs tailored to Enterprise customer needs
- Design and operationalize engagement models
- Ensure consistency in customer journeys while adapting for segment nuances
**Customer Management:**
- Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
- Guide the team in identifying churn risks and expansion opportunities
- Drive proactive outreach and intervention based on data insights
- Support account reviews and leverage segment-level insights to improve outcomes
**Client Engagement and Advocacy:**
- Ensure strong stakeholder relationships across Enterprise accounts
- Deliver consistent value through interactions
- Capture and synthesize customer feedback to inform internal teams
- Act as the voice of the customer to influence product and go-to-market strategy
**Retention and Growth:**
- Collaborate with Sales, Product, and Marketing to drive adoption and expansion
- Support renewal strategies and improve retention outcomes across segments
- Leverage data to contribute to accurate forecasting and pipeline visibility
- Identify and scale growth opportunities within the Enterprise base
**Operational Excellence:**
- Implement and refine processes that enable scale and efficiency
- Improve team productivity through tooling, automation, and best practices
- Standardize workflows and reporting for consistency and visibility
- Monitor industry trends and evolve engagement strategies accordingly
**What we're looking for:**
- 4+ years of experience in Customer Success, Technical Account Management, or related fields
- Prior people management experience with a track record of developing high-performing teams
- Experience supporting Enterprise or high-ARR customer segments
- Experience with high-touch customer success models
- Background in Cybersecurity, DevOps, or a related technical domain preferred
- Strong operational mindset with experience building or optimizing processes
- Proven ability to drive retention and growth in a metrics-driven environment
- Excellent communication and interpersonal skills across diverse audiences
- Bachelor’s degree in a relevant field; advanced degree preferred
- Currently located in the United Kingdom
**Compensation:** up to £150,000 base salary + bonus (depending on experience)
If your experience is close but doesn’t fulfill all requirements, please apply. Chainguard is on a mission to build the best team. To achieve our goal, we are focused on hiring “Guardians'' with unique backgrounds, perspectives, and experiences.
#### About Us
We live and breathe our company values:
- We are customer obsessed — We focus on delivering solutions to our customers that create value and make their lives better.
- We have a bias for intentional action — We prioritize, plan, try things, and fail fast.
- We don't take ourselves too seriously (but we do serious work) — We are solving an important problem which takes focus, but we also like to enjoy the journey.
- We trust each other and assume good intentions — We're transparent with decisions to empower team members to make well informed decisions.
A few of the benefits we offer:
- **Flexible & Remote-First Culture:** Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
- **Our Approach to Equity:** Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
- **100% Covered Health Insurance:** We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
- **∞ Flexible Time Off:** Take the time you need – to do our best work, we need to recharge and reset.
- **18 Weeks Paid Parental Leave:** We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.
If your experience is close but doesn't fulfill all requirements, please apply. We're building the best team in technology and are focused on hiring "Chainguardians" with unique backgrounds, perspectives, and experiences.
Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
By submitting your application, you acknowledge that Chainguard will process your personal data in accordance with [Chainguard's Global Candidate Privacy Notice](https://www.chainguard.dev/legal/candidate-privacy-notice).
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