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Senior Customer Success Manager

1 month, 2 weeks ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
DevSecOps Salesforce
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 13

Description

  • Mentor and guide customers on implementation strategies and product usage best practices.
  • Support onboarding, adoption, and broader platform utilization across customer environments.
  • Build trusted relationships with technical users, business stakeholders, and executive leaders.
  • Connect technical implementation to business value, including ROI, risk reduction, and software delivery outcomes.
  • Identify customer health risks, adoption gaps, early warning signals, and opportunities for improvement.
  • Partner cross-functionally with Sales, Product, Support, Engineering, and other teams to resolve customer needs.
  • Represent the voice of the customer and share insights that influence product improvements, roadmap priorities, and advocacy programs.
  • Use Salesforce, Gainsight, usage data, and AI-enabled insights to assess customer health and engagement.
  • Help customers renew and expand their use of Sonatype through proactive problem-solving and consultative guidance.
  • Coach and support less experienced team members by sharing technical and customer engagement best practices.

Requirements

  • 7–10 years of related experience, with flexibility for candidates with strong relevant technical and customer-facing experience.
  • Experience building, delivering, securing, or supporting software in modern development environments.
  • Background in software engineering, DevOps, DevSecOps, cloud, QA, security operations, application security, solutions architecture, technical consulting, or similar fields.
  • Strong communication skills with the ability to engage both technical users and business stakeholders.
  • Well-honed project management and interpersonal skills.
  • Ability to translate technical solutions into customer value, business impact, and measurable outcomes.
  • Consultative mindset with the ability to influence, advise, and guide customers toward 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.
  • Must currently reside in the United States and be authorized to work without sponsorship.
  • Preferred: experience with Sonatype products or competing platforms such as JFrog, Snyk, or similar software supply chain, DevSecOps, or application security tools.
  • Preferred: 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.
  • Preferred: familiarity with Salesforce, Gainsight, customer health scoring, usage analytics, or customer success playbooks.
  • Preferred: experience supporting SaaS, enterprise software, developer tools, security platforms, or open-source ecosystem solutions.
  • Preferred: ability to coach peers or mentor junior team members.
  • Preferred: experience speaking with C-level stakeholders while remaining credible with hands-on technical teams.
  • Preferred: availability to support customers across Central and Eastern time zones.

Benefits

  • Remote full-time role.
  • Company wellness days, with operations shut down for 5 days each year to support rest and personal growth.
  • Paid Volunteer Time Off (VTO).
  • Parental leave.
  • Flexible working practices.
  • Diversity and inclusion working groups.

Interested in this position?

Apply directly on the company website

Apply Now

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