Senior Customer Success Operations Manager
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, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake.
Chainguard is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital.
The Role, In a Nutshell
As the Senior Customer Success Operations Manager, you'll play a critical role in building and scaling the operational infrastructure that supports Chainguard's post-sales organization, including Customer Success Management, Professional Services, Customer Support, and Renewals.
You'll serve as a strategic partner to Customer Success leadership, translating business priorities into scalable processes, systems, and performance frameworks that improve customer outcomes, operational efficiency, and revenue retention.
This role requires someone who can think strategically, influence cross-functional decisions, and drive complex initiatives from strategy through execution. You'll help shape how we operate as we scale, with a focus on automation, data-driven decision-making, and delivering a consistent, customer-centric experience.
What You'll Do
Customer Success Operations Strategy & Execution
- Own and execute the Customer Success Operations roadmap, prioritizing initiatives that improve customer experience, operational efficiency, and scalability.
- Partner with CS leadership to 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 initiatives that improve how our post-sales teams operate.
Systems Strategy & Operational Infrastructure
- Own the strategy, implementation, and optimization of our Customer Success technology ecosystem, ensuring systems support business needs as we scale.
- Partner with Business Systems and IT to 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 visibility across the customer lifecycle.
- Evaluate and recommen...
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