Senior Manager, Customer Success Management - EMEA/APJ

The role

The Manager of Customer Success Management will lead and mentor a team of CSMs supporting Enterprise customers. This role partners with cross-functional teams to scale the CSM function and drive customer engagement, retention, and growth strategies.

What you will do

• Build, lead, and mentor a team of CSMs supporting Enterprise customers
• Provide coaching, performance management, and career development support
• Define segment-specific strategies and execute programs for Enterprise customers
• Design and operationalize engagement models
• Maintain visibility into adoption, health scores, and engagement metrics
• Guide the team in identifying churn risks and expansion opportunities
• Ensure strong stakeholder relationships across Enterprise accounts
• 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
• Implement and refine processes to enable scale and efficiency

Required qualifications

• 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

Benefits

• Flexible & Remote-First Culture
• Team meetup opportunities
• Bi-annual destination summits
• Monthly stipend for coworking spaces, phone and internet costs
• Stock options upon hire and promotion
• Participation in secondary offerings
• 10 years to exercise options
• 100% Covered Health Insurance for employee and dependents
• Flexible Time Off
• 18 weeks paid parental leave for birthing parents
• 12 weeks paid parental leave for non-birthing parents

About the company

Chainguard is the trusted source for open source, delivering hardened, secure, and production-ready builds. Their customers include Fortune 500 enterprises and global industry leaders.