Customer Success Manager Job at GitGuardian (Boston)

Customer Success Manager

GitGuardian

Location:
United States , Boston

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

135000.00 - 165000.00 USD / Year

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Job Description:

GitGuardian is a global cybersecurity scale-up. 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. 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.

Job Responsibility:

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

Requirements:

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
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
Strong enterprise stakeholder management skills: build stakeholder maps, identify engagement gaps, and navigate complex organizational Enterprise dynamics
Excellent customer empathy and active listening: use discovery-style questioning to understand customer goals and confirm priorities before proposing solutions
Customer-first mindset with ability to prioritize customer experience over rigid processes when needed, all while maintaining internal alignment
Project management fundamentals: run lightweight plans with milestones, owners, dates, and risks while keeping cross-functional teams aligned

Nice to have:

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

What we offer:

25 days of PTO
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
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

Additional Information:

Job Posted:
May 20, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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