Manager, Customer Success Management - Public Sector
New
C
ChainguardCybersecurity, DevOps
United States - Remote; this role needs to be based in the United StatesFull-TimeManager
SalaryUp to $165,000 base salary + bonus
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Job Details
- Experience
- At least 3+ years of proven experience in a leadership role
- Required Skills
- Project ManagementCybersecurityPeople ManagementDevOpsAccount Management
Requirements
- Have at least 3+ years of experience in a leadership role with a strong background in people management.
- Have experience in Cybersecurity, DevOps, or an adjacent space.
- Have experience working with US Public Sector customers and their regulatory, compliance, and procurement requirements.
- Hold a bachelor’s degree in a relevant field; an advanced degree is preferred.
- Demonstrate success building and scaling CSM functions.
- Have in-depth knowledge of project management methodologies and practices.
- Have strong communication and interpersonal skills for engaging internal teams, external clients, and executive-level stakeholders.
Responsibilities
- Build, lead, and mentor a team of CSMs, supporting career development, performance management, and skill enhancement.
- Collaborate with CSM and Professional Services leaders to develop and execute the Customer Success strategy.
- Create customer engagement strategies to meet adoption, retention, and growth targets.
- Develop customer-focused processes and introduce scale and automation.
- Monitor customer adoption metrics and work with CSMs on churn-risk mitigation and account expansion plans.
- Conduct account deep dives and support resolution of escalated customer issues.
- Build executive-level customer relationships, understand customer workflows, and prioritize engagements.
- Represent the voice of the customer and share feedback to inform product improvements and innovations.
- Develop renewal forecasts using adoption data and collaborate with Sales on weekly forecasts projecting at least six months ahead.
- Refine CSM operational processes and monitor industry trends and best practices.
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