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Federal Customer Success Manager

1 month, 1 week ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CI/CD Generative AI
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 16

Description

  • Lead structured onboarding and adoption motions to accelerate customer time-to-value.
  • Manage a portfolio of primarily U.S. government customers using a scaled engagement model.
  • Track customer health, product usage, telemetry, and lifecycle milestones to prioritize outreach.
  • Provide proactive guidance on best practices, risks, and practical steps for customer success.
  • Translate customer goals and success criteria into clear next steps and measurable progress.
  • Partner with Sales, Product, Engineering, Support, Services, and Marketing to coordinate the right expertise.
  • Identify renewal risks early and support retention through proactive value realization.
  • Surface expansion opportunities and share customer context with the account team.
  • Capture and communicate customer feedback, friction points, and themes to improve outcomes.
  • Document insights, actions, and outcomes to support continuity and internal coordination.

Requirements

  • 4-6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or a similar customer-facing role supporting U.S. government customers.
  • Must be a U.S. civilian.
  • 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 across 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 operating in a fast-paced environment with strong prioritization and consistent execution across a portfolio.
  • Demonstrated ownership, bias for action, and ability to manage multiple priorities.
  • Experience working in FedRAMP, air-gapped, or other regulated environments (preferred).
  • Experience supporting State, Local, and Education customers (preferred).
  • Experience with software supply chain management (preferred).
  • Strong GenAI fluency and a habit of using AI tools to improve execution, quality, and speed (preferred).

Benefits

  • Paid Volunteer Time Off (VTO).
  • Parental leave policy.
  • Diversity and Inclusion working groups.
  • Recognition as a Fast Company Best Workplace for Innovators 2024.

Interested in this position?

Apply directly on the company website

Apply Now

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