Customer Success Manager

Customer Success Manager (Hybrid: NYC or Boston)

GitGuardian, a global cybersecurity scale-up with offices in Paris, New York City, and Boston, is seeking a Customer Success Manager to join our expanding team. We are backed by notable investors including the co-founder of GitHub, Scott Chacon, and Docker's co-founder, Solomon Hykes, along with top-tier VC firms.

GitGuardian is a leader in Non-Human Identity security, providing comprehensive solutions for secrets detection, remediation, observability, and proactive leak prevention. Our platform is trusted by over 600,000 developers worldwide.

About Your Team and Mission

As our customer base grows, we're expanding our Customer Success team to ensure clients maximize value from our solutions. You will be the primary advisor for a portfolio of large enterprise customers, including Fortune 500 organizations. Your responsibilities will include:

• Onboarding and Adoption: Lead customer onboarding and drive adoption through structured success plans aligned with GitGuardian's maturity framework.
• Stakeholder Management: Conduct regular meetings with enterprise stakeholders (security leaders, engineering teams, admins, executives) to track progress, identify risks, and accelerate value realization. Build and maintain multi-threaded relationships across customer organizations.
• Value Realization: Orchestrate internal resources (Sales, Support, Product) to address customer needs, remove blockers, and create sustainable value.
• Commercial Acumen: Monitor adoption metrics and health signals to identify expansion opportunities and flag churn risks, collaborating with Sales on commercial next steps.
• Reporting: Deliver Quarterly Business Reviews (QBRs) demonstrating measurable outcomes and aligning on strategic priorities.
• Documentation: Create clear and scalable documentation, including success plans, onboarding timelines, enablement materials, and product feedback.
• Communication: Maintain exceptional responsiveness with clear written follow-ups, ensuring customers are always informed.

Note: This role focuses on adoption and outcomes, not pricing or contract negotiations. You will protect the customer relationship while partnering with Sales on commercial discussions.

Your Mission

• Lead customer onboarding and proactively drive adoption through structured success plans aligned to GitGuardian's maturity framework.
• Run recurring cadence meetings with enterprise stakeholders (security leaders, engineering teams, admins, and executives) to track progress, identify risks, and accelerate value realization.
• Build and maintain stakeholder maps, ensuring multi-threaded relationships and proactive expectation-setting across the customer organization.
• Translate customer needs into actionable internal requests, coordinating with Sales, Support, and Product teams to ensure seamless resolution.
• Monitor adoption metrics and health signals to identify expansion opportunities and flag churn risks early, working with Sales on commercial next steps.
• Deliver Quarterly Business Reviews (QBRs) that demonstrate measurable outcomes and align on strategic priorities.
• Create scalable and clear documentation: success plans, onboarding timelines, enablement materials, and structured product feedback, all to improve our customer journey.
• Maintain exceptional responsiveness with clear written follow-ups; ensuring your customers always know what happens next.

Who You Are

Essential Skills:

• Proven experience as a Customer Success Manager in large Enterprise B2B SaaS, managing complex customers with multi-year agreements and multiple internal user groups.
• Demonstrated success in building adoption plans, aligning stakeholders, proving ROI, and improving retention & renewal outcomes.
• Deep understanding of core CSM motions: onboarding, success planning, health/risk management, and cadence/QBR execution.
• Strong enterprise stakeholder management skills, including building stakeholder maps, identifying engagement gaps, and navigating complex organizational dynamics.
• Excellent customer empathy and active listening skills, using discovery-style questioning to understand customer goals.
• Customer-first mindset with the ability to prioritize customer experience while maintaining internal alignment.
• Project management fundamentals for managing lightweight plans and keeping cross-functional teams aligned.

Preferred Skills:

• Technical literacy with integrations and dev/security workflows (SSO, SCIM, APIs, webhooks).
• Experience with DevSecOps personas (security teams, engineering leaders, platform/tooling teams).
• Change management or enablement experience (rollout plans, training programs, adoption strategies).

The Interview Process

1. Video call with Talent Acquisition: Discuss your professional projects and mutual fit.
2. Team interview: Meet your future manager to discuss your achievements and the team.
3. Business case: A take-home assignment to evaluate your skills and project yourself into the role.
4. Final interview with the CEO: Learn about the company's vision and future ambitions.

Benefits

• 25 days of Paid Time Off (PTO)
• 10 public holidays
• Health, Dental & Vision insurance (80% coverage) for individuals and families
• Short-term & long-term disability insurance (100% paid)
• Travel policy, including annual off-sites
• Up to $300 for home office setup
• Monthly remote work stipend ($70)
• Complimentary access to Talk Space
• $4000 referral bonus
• Pre-tax commuter plan
• 401(k) with Empower

Additional Opportunities

• Become an early joiner of the GitGuardian US team with significant long-term career development opportunities.
• Contribute to the #1 downloaded app on the GitHub marketplace.

More About GitGuardian

Products:

• Learn how GitGuardian works: Short Video
• Explore our public roadmap: Roadmap
• Read the State of Secrets Sprawl Report: Report
• Our platform is the #1 app on the GitHub marketplace.

Clients:

• We help organizations prevent sensitive information leaks, avoiding potential damages in the tens of millions of dollars.
• Over 70% of our customers are in the United States.
• Many F500 companies utilize the GitGuardian platform.

People:

• "Guardians" are knowledgeable, committed, aligned with the company's mission, and true team players.
• Our team is diverse, with members from over 20 countries.
• We are agile, remote-friendly, and fun to work with.
• Enjoy trust, autonomy, transparent communication, and a strong impact on company development.

Compensation:

• The estimated salary range for this position is $135,000 - $165,000 per year. Actual compensation depends on factors like location, experience, skills, and qualifications. This range represents the expected On-Target Earnings (OTE); additional compensation may include equity and/or other benefits.

Equal Opportunity Employer:

• GitGuardian is committed to fostering a diverse and inclusive workforce. We strive to create an employee experience that includes appreciation, belonging, growth, and purpose for everyone. We welcome all applicants regardless of age, race, color, religion, gender identity, sex, sexual orientation, citizenship, national origin, disability, veteran status, or any other protected characteristics. Employment decisions are based solely on merit and qualifications. We operate on a principle of mutual respect and adherence to anti-harassment and anti-discrimination policies.