Senior Customer Success Manager

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

📋 Description

• Guide and mentor customers on implementation strategies and best practices for utilizing Sonatype products.

• Ensure seamless onboarding, quicker adoption, and enhanced platform usage within customer environments.

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

• Assist customers in linking technical implementation with business value, which includes ROI, risk mitigation, and improved software delivery results.

• Proactively detect gaps in the customer experience, early warning signs, adoption risks, and areas for enhancement.

• Collaborate cross-functionally with Sales, Product, Support, Engineering, and other teams to meet customer needs and enhance outcomes.

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

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

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

• Mentor and support less experienced team members by sharing technical knowledge, 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 within modern development environments.

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

• Comprehensive understanding of the current Software Development Life Cycle (SDLC) and the tools that development organizations utilize to create applications.

• Strong project management and interpersonal skills.

• Ability to comprehend how technical solutions translate into customer value, business impact, and quantifiable results.

• A consultative approach with the capability to influence, advise, and guide customers towards improved long-term outcomes.

• Proactive ownership, transparency, curiosity, and a strong commitment to a customer-first philosophy.

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

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

• Competence in identifying risks, uncovering expansion opportunities, and assisting customers in achieving deeper adoption.

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

• **Must currently reside in the United States and be authorized to work without sponsorship.**

🏝️ Benefits

• Parental leave

• Diversity and inclusion working groups

• Flexible working practices

• Paid Volunteer Time Off (VTO)