US - Remote
Remote
Mid Level
Full Time
FederalCustomer SuccessGenAIRemote
Requirements
- •You are a US civilian
- •4-6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in direct support of US government customers
- •Experience working with civilian agencies, DoD, or Intelligence Community customers
- •Ability to navigate complex stakeholder environments including government employees, contractors, and systems integrators
- •Technical aptitude and credibility within modern software development lifecycles (DevOps, CI/CD, artifact management, OSS governance/security)
- •Strong customer-facing communication skills with the ability to educate, influence, and lead structured conversations at tactical, operational, and strategic levels
- •Comfort operating in a fast-paced environment that requires prioritization, focus, and consistent execution across a portfolio
- •Demonstrated ownership, bias for action, and ability to manage multiple priorities with disciplined execution
What You'll Do
- •Lead structured customer motions to accelerate onboarding success, adoption, and time-to-value
- •Help customers connect Sonatype capabilities to their desired outcomes and success criteria, translating intent into clear next steps and measurable progress
- •Provide proactive guidance on best practices, common pitfalls, and practical steps to improve customer success with Sonatype solutions
- •Maintain a clear view of customer health and progress, identifying risk signals early and driving mitigation actions in partnership with internal teams as needed
- •Bring strong product and domain credibility to guide best practices and prevent pitfalls while staying focused on outcomes, value realization, and forward momentum
- •Operate in a scaled engagement model, prioritizing actions based on telemetry, usage signals, customer intelligence, and lifecycle milestones
- •Use repeatable engagement approaches that deliver a consistent, high-quality customer experience across your portfolio
- •Document key insights, actions, and outcomes to ensure continuity, clarity, and effective internal coordination
- •Partner effectively with Sales, Sales Engineering, Support, Product, and Services to orchestrate the right expertise at the right time without creating unnecessary escalation churn
- •Serve as a voice of the customer by capturing and sharing patterns, feedback, and friction points that improve product experience and customer outcomes
- •Use GenAI as a thought partner to improve the quality, clarity, and strategic rigor of analysis, planning, and communication, while validating outputs and applying sound judgment
- •Apply GenAI to accelerate high-leverage work such as customer preparation, follow-up quality, success planning, messaging, and internal summaries
Nice to Have
- •Experience working in FedRAMP, Air-Gapped, or regulated environments
- •Experience working with State, Local, and Education customers
- •Existing experience with software supply chain management
- •Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution, quality, and speed
Benefits
- •Diversity & Inclusion Working Groups
- •Parental Leave Policy
- •Paid Volunteer Time Off (VTO)
About sonatype
Sonatype is the developer-friendly full-spectrum software supply chain management platform helps organizations and software developers.
Fulton, MD, US
500 - 1000
Developer Tools