At a Glance
- Tasks: Lead a team to enhance customer success for top-tier clients in a dynamic tech environment.
- Company: Join Chainguard, a leader in secure open source solutions with a vibrant culture.
- Benefits: Enjoy flexible remote work, comprehensive health coverage, and generous parental leave.
- Other info: Be part of a diverse team that values unique perspectives and experiences.
- Why this job: Make a real impact by driving customer engagement and growth in a cutting-edge industry.
- Qualifications: 4+ years in Customer Success with strong leadership and operational skills required.
The predicted salary is between 135000 - 165000 £ per year.
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.
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).
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.
- 100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents.
- ∞ 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.
Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, 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.
Senior Manager, Customer Success Management - EMEA/APJ employer: Chainguard
Chainguard is an exceptional employer, offering a flexible and remote-first culture that prioritises work-life balance while fostering collaboration through team meetups and summits. With a strong commitment to employee growth, including stock options and comprehensive health benefits, Chainguard empowers its 'Guardians' to thrive in a supportive environment that values customer obsession and intentional action. Located in the UK, this role provides a unique opportunity to lead a high-performing team in a dynamic and innovative sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Success Management - EMEA/APJ
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chainguard. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chainguard before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager, Customer Success Management - EMEA/APJ
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chainguard:Your cover letter is your chance to shine! Tell us why you want to work at Chainguard specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chainguard!
How to prepare for a job interview at Chainguard
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
