Senior Customer Success Manager

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

📋 Description

• Provide mentorship and guidance to customers on effective implementation strategies and best practices for Sonatype products.

• Ensure seamless onboarding, quicker adoption, and enhanced utilization of the platform across various customer environments.

• Establish trusted relationships with both technical and business stakeholders, ranging from practitioners to executive leaders.

• Assist customers in linking technical implementation to business value, including ROI, risk mitigation, and improved software delivery results.

• Proactively pinpoint gaps in customer experience, early warning indicators, adoption risks, and areas for enhancement.

• Collaborate across departments including Sales, Product, Support, Engineering, and others to address customer needs and enhance outcomes.

• Act as the customer advocate by providing insights that drive product enhancements, roadmap priorities, and advocacy initiatives.

• Utilize tools such as Salesforce, Gainsight, customer usage analytics, and AI-driven insights to monitor customer health, engagement, and opportunities.

• Assist customers not only in renewing but also in expanding their success with Sonatype through consultative advice and proactive problem-solving.

• Mentor and support junior team members by sharing technical expertise, customer engagement strategies, and best practices.

⛳️ Requirements

• Excellent communication skills, capable of engaging both technical users and business stakeholders effectively.

• Experience in building, delivering, securing, or supporting software in contemporary development environments.

• Our Customer Success Managers (CSMs) typically have backgrounds in software engineering, DevOps, DevSecOps, cloud computing, QA, security operations, application security, solutions architecture, or technical consulting.

• Comprehensive knowledge of the current Software Development Life Cycle (SDLC) and the tools used by development organizations to create applications.

• Strong project management and interpersonal skills.

• Ability to comprehend how technical solutions equate to customer value, business impact, and quantifiable outcomes.

• A consultative approach with the capacity to influence, advise, and guide customers toward improved long-term results.

• Proactive ownership, transparency, curiosity, and a robust customer-first mentality.

• Experience working with enterprise clients, internal stakeholders, or end-users in a client-facing or advisory role.

• Willingness to learn new platforms, APIs, integrations, customer workflows, and technical implementation patterns.

• Capability to identify risks, uncover expansion possibilities, and assist customers in achieving deeper adoption.

• Ideally, 7–10 years of relevant experience, with flexibility for candidates who possess strong technical and customer-facing expertise.

• Must currently reside in the United States and have the authorization to work without sponsorship.

🏝️ Benefits

• Parental leave

• Diversity and inclusion working groups

• Flexible working practices

• Company Wellness days

• Paid Volunteer Time Off (VTO)