Senior Manager, Customer Success Management - EMEA/APJ
Job description
The Manager of Customer Success Management leads and scales a team of CSMs supporting Enterprise customers, reporting to the Director of Customer Success. The role focuses on people management, segment strategy, retention and growth, and operational excellence.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · United Kingdom
What you'll do
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Currently located in the United Kingdom
Nice to have
- Background in Cybersecurity, DevOps, or a related technical domain
- Advanced degree
Your team
Customer Success Management (CSM)
Part of the Customer Success organization, supporting Enterprise segments
Benefits
Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs
Receive stock options upon hire and promotion; can participate in secondary offerings and have 10 years to exercise options
18 weeks paid parental leave 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
- 100% covered health, vision and dental insurance premiums for you and your dependents
- Flexible time off
Apply
Direct apply at Chainguard
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About Chainguard
The trusted source for open source
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.
Mission
To deliver hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, helping organizations build faster, stay compliant, and eliminate risk.
Key facts
- Open source software security
- Customers include Fortune 500 enterprises and global industry leaders
- Venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital
Partners & customers
What they value
- We are customer obsessed
- We have a bias for intentional action
- We don't take ourselves too seriously (but we do serious work)
- We trust each other and assume good intentions