Scaled Customer Success Manager

About the Role

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. 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 3+ years of experience in enterprise, customer-facing roles collaborating with both technical and business teams (e.g., Customer Success, Professional Services, Technical Account Management, Sales, Solutions Engineering, or Technical Support).
• Experience operating in a scaled or digital success model, using automation, data insights, and digital programs to engage and support customers efficiently across their lifecycle.
• Strong operational mindset with the ability to design and optimize systems, workflows, and playbooks that drive customer outcomes at scale.
• Strategic ownership of your customer portfolio — able to act autonomously to drive outcomes, manage escalations, and make key decisions on de-risking accounts or engaging leadership when appropriate.
• Entrepreneurial and builder mentality — this is a new, fast-growing team where you’ll have the opportunity to create and refine scalable processes, programs, and tools.
• Data-driven and proactive — comfortable using analytics, customer health data, and behavior signals to inform engagement strategies and continuous improvement.
• High emotional intelligence and prioritization skills, with a strong commitment to continuous learning, professional growth, and operational excellence.

Nice-to-Haves

• Previous early-stage startup experience.
• Passion for technology and cybersecurity.