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Customer Success Manager

1 month, 4 weeks ago
United Kingdom
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CI/CD Generative AI Java
Apply Now
Sonatype

Sonatype

Sonatype provides secure software development solutions by leveraging open source and artificial intelligence, ensuring that organizations can build applications quickly and safely through automated governance, policy enforcement, and comprehensive mon...

Internet Software & Services
51-250
Founded 2008
$155M raised
View All Jobs 17

Description

  • Lead structured customer success motions to accelerate onboarding, adoption, time-to-value, and measurable outcomes.
  • Partner with customers to translate goals and success criteria into clear next steps and progress plans.
  • Provide proactive guidance on best practices, common pitfalls, and practical actions for better results with Sonatype solutions.
  • Monitor customer health, identify risk signals early, and coordinate mitigation actions with internal teams.
  • Operate a scaled engagement model using telemetry, usage signals, customer intelligence, and lifecycle milestones to prioritize outreach.
  • Execute repeatable plays and maintain documentation of key insights, actions, and outcomes for internal continuity.
  • Support renewals by building value evidence, stakeholder alignment, and early risk mitigation plans.
  • Surface expansion opportunities and Customer Success Qualified Leads in partnership with the broader account team.
  • Collaborate with Sales, Sales Engineering, Support, Product, and Services to bring in the right expertise at the right time.
  • Capture and share customer feedback, patterns, and friction points to improve product experience and customer outcomes.

Requirements

  • Experience in Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or a similar customer-facing B2B SaaS role.
  • Technical aptitude and credibility in modern software development lifecycles, including DevOps, CI/CD, artifact management, and OSS governance/security.
  • Strong customer-facing communication skills with the ability to educate, influence, and lead structured conversations.
  • Comfort working in a high-priority, portfolio-based environment that requires focus, prioritization, and consistent execution.
  • Demonstrated ownership, bias for action, and ability to manage multiple priorities with disciplined execution.
  • Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution quality and speed.
  • Ability to use GenAI as a thought partner while validating outputs and applying sound judgment.
  • Willingness to follow company guidance on responsible AI usage and data handling.
  • Experience guiding post-sale customer outcomes in a technical software environment (preferred).

Benefits

  • Remote work location in the UK.
  • Full-time employment.
  • Parental leave policy.
  • Paid Volunteer Time Off (VTO).
  • Diversity and inclusion working groups.
  • Flexible working practices.
  • Equal-opportunity employer environment.

Interested in this position?

Apply directly on the company website

Apply Now

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