Senior Customer Success Operations Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $140k - $165k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 39 days.
• 108 open roles for a team of 64.

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Chainguard

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🔐 Security

☁️ SaaS

🔒 Cybersecurity

Security • SaaS • Cybersecurity

Chainguard is a company that specializes in building secure container images to enhance software security and compliance. Their products include low-to-zero CVE container images, which are updated daily to maintain security and compliance standards such as FedRAMP, NIST 800-53, PCI-DSS, SOC2, and CIS benchmarks. Chainguard focuses on reducing vulnerabilities, automating compliance, and supporting development workflows without compromising on innovation and productivity. The company serves a wide range of industries, including highly regulated sectors, by providing hardened image solutions to mitigate software supply chain risks and enhance application security.

📋 Description

• Own and execute the Customer Success Operations roadmap • Translate organizational priorities into measurable operating plans, processes, and performance expectations • Support capacity planning, resource allocation, and productivity modeling across Customer Success, Professional Services, and Support • Identify operational gaps and lead cross-functional improvement initiatives • Own the strategy, implementation, and optimization of the Customer Success technology ecosystem • Drive integrations, automation, and data integrity across Salesforce, CS platforms, support systems, and product analytics tools • Establish scalable processes and workflows that reduce manual effort and improve customer-lifecycle visibility • Evaluate and recommend tools and technology investments • Lead operational implementation of the Renewals function, including forecasting, quota tracking, performance measurement, and renewal workflows • Establish reporting and analytics for renewal attainment, GRR, NRR, churn, and contraction • Partner with Customer Success, Sales, and Finance to improve renewal predictability and retention-risk identification • Develop scalable renewal engagement, risk-identification, escalation, and coordination processes • Establish KPIs, reporting frameworks, and executive dashboards • Analyze performance trends and provide actionable recommendations to leadership • Drive business reviews and operating cadences • Support annual planning through data analysis, productivity benchmarks, and operational recommendations • Design and implement processes across onboarding, adoption, customer engagement, renewals, and support • Establish operational playbooks, service-level expectations, and accountability frameworks • Improve customer-journey friction points, satisfaction, and retention • Lead change management, enablement, and adoption for new processes, systems, and initiatives

🎯 Requirements

• 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related function within B2B SaaS • Proven experience owning operational strategy and leading complex, cross-functional initiatives in a high-growth environment • Strong understanding of Customer Success operating models, SaaS retention metrics, renewal forecasting, and customer lifecycle management • Experience building and scaling operational processes, systems, and performance measurement frameworks • Deep Salesforce expertise • Experience with CS platforms, support systems such as Zendesk, and product analytics tools • Strong analytical capabilities, including forecasting, financial modeling, performance reporting, and translating data into business recommendations • Experience partnering with senior leadership across Customer Success, Finance, Sales, and Business Systems • Ability to independently identify business challenges, develop solutions, and influence decisions across functions • Strong communication, stakeholder management, and change management skills • Comfortable operating in ambiguity and balancing strategic priorities with hands-on execution • Strongly preferred: experience building or scaling Customer Success Operations at a high-growth SaaS company • Strongly preferred: experience supporting the launch or transformation of a dedicated Renewals organization • Strongly preferred: familiarity with Professional Services operations, including utilization, delivery capacity, and resource planning • Strongly preferred: experience implementing and integrating CS technology platforms and driving automation • Strongly preferred: experience with SQL, Python, or other analytical and automation tools • Strongly preferred: background in cybersecurity, developer tools, or enterprise infrastructure software

🏖️ Benefits

• Work remotely with 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 stock options • 100% covered health, vision and dental insurance premiums for employee and dependents • Flexible time off • 18 weeks paid parental leave for birthing parents • 12 weeks paid parental leave for non-birthing parents • Option to use parental leave all at once or throughout the child's first year

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