Senior Customer Success Manager

United States - Remote

Remote

Senior

Full Time

14 days ago

remoteseniorcustomer successsoftwaretechnicalUS only

Requirements

•Strong communication skills, with the ability to engage both technical users and business stakeholders.
•Experience building, delivering, securing, or supporting software in modern development environments.
•Backgrounds like software engineering, DevOps, DevSecOps, cloud, QA, security operations, application security, solutions architect, or technical consulting.
•Broad knowledge of current SDLC and the tooling that development organizations use to build applications.
•Well-honed project management and interpersonal skills.
•Ability to understand how technical solutions translate into customer value, business impact, and measurable outcomes.
•A consultative mindset with the ability to influence, advise, and guide customers toward better long-term results.
•Proactive ownership, transparency, curiosity, and a strong customer-first approach.
•Experience working with enterprise customers, internal stakeholders, or end users in a client-facing or advisory capacity.
•Comfort learning new platforms, APIs, integrations, customer workflows, and technical implementation patterns.
•Ability to identify risks, uncover expansion opportunities, and help customers achieve deeper adoption.
•Ideally 7–10 years of related experience.
•Must currently reside in the United States and be authorized to work without sponsorship.

•Mentor and guide customers on implementation strategies and usage best practices for Sonatype products.
•Support smooth onboarding, faster adoption, and expanded platform utilization across customer environments.
•Build trusted relationships with technical and business stakeholders, from practitioners to executive leaders.
•Help customers connect technical implementation with business value, including ROI, risk reduction, and improved software delivery outcomes.
•Proactively identify gaps in the customer experience, early warning signals, adoption risks, and opportunities for improvement.
•Work cross-functionally with Sales, Product, Support, Engineering, and other teams to address customer needs and improve outcomes.
•Serve as the voice of the customer by sharing insights that influence product improvements, roadmap priorities, and advocacy programs.
•Use tools such as Salesforce, Gainsight, customer usage data, and AI-enabled insights to understand customer health, engagement, and opportunities.
•Help customers not only renew, but expand their success with Sonatype through consultative guidance and proactive problem-solving.
•Coach and support less experienced team members by sharing technical knowledge, customer engagement practices, and best practices.

•Experience with Sonatype products or competing platforms such as JFrog, Snyk, or other software supply chain, DevSecOps, or application security tools.
•Previous experience as a Customer Success Manager, Customer Success Engineer, Technical Account Manager, Sales Engineer, Solutions Consultant, DevOps Engineer, Security Engineer, SecOps Analyst, or similar role.
•Familiarity with Salesforce, Gainsight, customer health scoring, usage analytics, or customer success playbooks.
•Experience supporting SaaS, enterprise software, developer tools, security platforms, or open-source ecosystem solutions.
•Ability to coach peers or mentor more junior team members.
•Experience speaking with C-level stakeholders while also being credible with hands-on technical teams.
•Availability to support customers across Central and Eastern time zones.