Customer Success Manager

About Sonatype

Sonatype is the software supply chain security company, providing the world's best end-to-end solution. We combine proactive protection against malicious open source, enterprise-grade SBOM management, and the leading open-source dependency management platform. Our solutions empower enterprises to create and maintain secure, quality, and innovative software at scale. As founders of Nexus Repository and stewards of Maven Central, we possess unmatched open-source expertise and are committed to building faster, safer software using AI and data intelligence to mitigate risk and drive powerful development.

Your Role as a Customer Success Manager

As a Customer Success Manager, you will engage a portfolio of customers through a scaled engagement model, using structured lifecycle motions and data signals to prioritize outreach. Your primary goal is to accelerate time-to-value, drive adoption and measurable outcomes, increase renewal confidence, and surface growth opportunities in partnership with the broader account team. This role is proactive, focusing on outcomes-driven guidance and disciplined execution, rather than reactive support. A defining expectation is the reflexive use of GenAI as a thought partner to enhance analysis, planning, and communication, while always validating outputs with sound judgment.

Key Responsibilities

Customer Outcomes and Value Realization

• 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.
• Bring strong product and domain credibility to guide best practices and prevent pitfalls, engaging Support and Services appropriately to focus on outcomes and forward momentum.

Scaled Engagement and Signal-Driven Execution

• Operate in a scaled engagement model, prioritizing actions based on telemetry, usage signals, customer intelligence, and lifecycle milestones.
• Execute repeatable plays and engagement patterns that increase consistency and impact across a portfolio.
• Document key insights, actions, and outcomes for continuity, clarity, and effective internal coordination.

Retention & Growth Support

• Increase renewal confidence by ensuring customers realize value, stakeholders are aligned, and risks are surfaced early with mitigation plans.
• Surface expansion signals and Customer Success Qualified Leads (CSQLs) in partnership with the broader account team.
• Support opportunity progression by providing customer context, value hypotheses, and stakeholder insights.

Cross-Function Collaboration

• Partner effectively with Sales, Sales Engineering, Support, Product, and Services to orchestrate expertise at the right time.
• Serve as a voice of the customer by capturing and sharing feedback and friction points to improve product experience and customer outcomes.
• This role focuses on post-sale customer experience; commercial discussions are managed by sales teams.

Reflexive GenAI Usage as a Standard

• Use GenAI reflexively 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.
• Follow company guidance on responsible AI usage and data handling.

What Success Looks Like

• Customers reach value faster and demonstrate measurable adoption and outcomes.
• Engagement is proactive and structured, not dominated by reactive troubleshooting.
• Renewal confidence increases through evidence of value, stakeholder alignment, and early risk mitigation.
• Expansion signals and CSQLs are consistently surfaced with credible customer context.
• Advocacy and referenceability increase through identified champions and coordinated customer storytelling.
• Execution is high-quality and repeatable, enabling scale across a broader portfolio.

What We Are Looking For

• Experience in Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in B2B SaaS.
• 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.
• Comfort operating in an 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.
• Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution quality and speed.

Things We Are Proud Of

• 2025 Visionary in Gartner® Magic Quadrant™ for Application Security Testing.
• 2025 AI Compliance Solution of the Year - AI Breakthrough Awards.
• 2025 DEVIES Award to our SBOM Manager.
• 2024 Industry Leader in Forrester-Wave for Software Composition Analysis.
• Constellation AST Shortlist: 2024.
• Data Breakthrough Awards: 2024 winner for "Open Source Data Solution of the Year."
• SD Times: Best in Show Security.
• Fast Company Best Workplaces for Innovators 2024.
• The Herd Top 100 Private Software Companies 2024.
• Diversity & Inclusion Working Groups.
• Parental Leave Policy.
• Paid Volunteer Time Off (VTO).

Sonatype values diversity and inclusivity, offering perks like parental leave and flexible working practices. We are an equal-opportunity employer. If you require accommodation, please let us know. AI tools may be used to support the hiring process, but final decisions are made by humans.