Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead organized customer initiatives to enhance onboarding efficiency, adoption rates, and time-to-value.

• Align Sonatype capabilities with customer outcomes and success criteria, converting intentions into actionable next steps.

• Offer proactive recommendations on best practices, potential challenges, and practical strategies for customer success.

• Track customer health and progress, recognize risk signals, and implement mitigation measures.

• Function within a scaled engagement model utilizing telemetry, usage indicators, customer insights, and lifecycle milestones.

• Apply repeatable engagement strategies across the customer portfolio.

• Record insights, actions, and results for continuity and internal collaboration.

• Collaborate with Sales, Sales Engineering, Support, Product, and Services to leverage expertise effectively.

• Gather and communicate customer feedback, trends, and areas of friction.

• Utilize GenAI to enhance customer preparation, follow-up, success planning, messaging, and internal documentation.

• Boost customer adoption, measurable results, renewal confidence, expansion prospects, advocacy, and referenceability.

⛳️ Requirements

• Must be a US civilian.

• 4–6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles directly supporting US government clients.

• Experience engaging with civilian agencies, DoD, or Intelligence Community clients.

• Ability to navigate relationships with stakeholders including government personnel, contractors, and systems integrators.

• Technical knowledge in modern software development lifecycles, including DevOps, CI/CD, artifact management, and OSS governance/security.

• Strong customer-facing communication skills to educate, influence, and lead structured discussions at tactical, operational, and strategic levels.

• Capacity to prioritize, concentrate, and execute consistently across a portfolio.

• Proven ownership, proactive approach, and disciplined management of multiple priorities.

• Experience in FedRAMP, air-gapped, or regulated environments is preferred.

• Experience with State, Local, and Education clients is preferred.

• Familiarity with software supply chain management is preferred.

• Strong GenAI proficiency and demonstrated use of AI tools is preferred.

🏝️ Benefits

• Diversity & Inclusion Working Groups.

• Parental Leave Policy.

• Paid Volunteer Time Off (VTO).