This position is hybrid; based in either NYC or Boston.

About your team and mission:

GitGuardian is experiencing significant growth in our customer base. To deliver best-in-class customer service and ensure our clients receive maximum value from GitGuardian's solutions, we're expanding our Customer Success team.

As a Customer Success Manager, you'll serve as the trusted, day-to-day advisor to a portfolio of large enterprise customers: Fortune 500 and other top-tier global organizations, including some of the world's largest companies. You will act as the single accountable owner for onboarding, adoption, and ongoing success. You will manage a global book of business of approximately 20 customers, or representing roughly $5M in ARR.

Your mission will be to maximize customer outcomes by driving measurable maturity improvements: from integration completion to embedded workflows and remediation excellence, all while orchestrating internal resources to remove blockers and create sustainable value.
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.

Important note: Your role focuses on adoption and outcomes, not pricing or contract negotiations. You'll protect the customer relationship while partnering closely with Sales on any commercial discussions.

Who You Are:

Here's what we consider essential for success in this role:

• Proven experience as a Customer Success Manager in large Enterprise B2B SaaS, successfully managing complex customers who have multi-year agreements and multiple internal user groups.
• You have built adoption plans, aligned stakeholders, proved ROI, and improved retention & renewal outcomes.
• Deep understanding of CSM core motions: onboarding, success planning, health/risk management, and cadence/QBR execution.
• You have strong enterprise stakeholder management skills: you can build stakeholder maps, identify engagement gaps, and navigate complex organizational Enterprise dynamics.
• Excellent customer empathy and active listening: you use discovery-style questioning to understand customer goals and confirm priorities before proposing solutions.
• You have a customer-first mindset with the ability to prioritize customer experience over rigid processes when needed, all while maintaining internal alignment.
• Project management fundamentals: you can run lightweight plans with milestones, owners, dates, and risks while keeping cross-functional teams aligned.

The following skills would strengthen your application but aren't required:

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

The interview process

1. Video call with a Talent Acquisition team member

To discover your professional projects and evaluate if there could be a mutual match.

2. Team interview: Meet your future manager

To know more about yourself and your achievements, and present to you the team.

3. Business case

To work at home and to present to the team.

Objective: to evaluate your skills for the position and project yourself into the role.

4. Final interview with the CEO

Eric will detail our company's vision and ambitions for the next couple of years.

Benefits

• 🌴⛱ 25 days of PTO (employees are strongly encouraged to use all of it!)
• 🗓 10 public holidays
• 🧘♂ Health, Dental & Vision insurance (80% coverage), for individuals and their families
• Short term & long term disability insurance (100% paid)
• 🌎 Travel policy including to our annual off-sites ('23 was South of France!)
• Up to $300 towards your home office set-up
• 🔌 Monthly remote work stipend $70
• 🙌 Complimentary access to Talk Space
• 🤝 Referral bonus of $4000 for any new Guardians we might hire thanks to you
• 💳 Pre-tax commuter plan access
• 💰 401(k) with Empower

And also...

• Becoming an early joiner of GitGuardian US team, with many opportunities for career development in the long term
• We have the #1 downloaded app on the GitHub marketplace

The salary range for this position is expected to be $135,000-$165,000 per year. Actual compensation will be determined on factors such as location, relevant experience, skills, and other qualifications. This range represents the expected OTE for this role; additional compensation may include equity, and/or other benefits.

Team Customer Care Role Customer Success Manager Locations Boston Remote status Hybrid Employment type Full-time