About Sonatype

Sonatype is the leader in software supply chain security, providing an end-to-end solution that protects against malicious open source, manages SBOMs, and offers the leading open-source dependency management platform. We empower enterprises to build secure, quality, and innovative software at scale. As founders of Nexus Repository and stewards of Maven Central, we bring unparalleled open-source expertise. Over 2,000 organizations, including 70% of the Fortune 100, rely on Sonatype to optimize their software supply chains.

About the Role

As a Customer Success Manager at Sonatype, you will engage a portfolio of customers through a scaled, outcomes-driven model. You'll utilize structured lifecycle motions and data signals to prioritize outreach, accelerate time-to-value, drive adoption, and increase renewal confidence. This role requires proactive, outcomes-driven guidance, not reactive support. A key expectation is the reflexive use of GenAI as a thought partner to enhance analysis, planning, and communication, while always validating outputs and applying sound judgment.

Customer Outcomes and Value Realization

• Lead structured customer motions to accelerate onboarding, adoption, and time-to-value.
• Help customers connect Sonatype capabilities to their desired outcomes and success criteria.
• Provide proactive guidance on best practices, common pitfalls, and practical steps for customer success.
• Maintain a clear view of customer health, identify risk signals early, and drive mitigation actions.
• Bring strong product and domain credibility to guide best practices and engage Support and Services appropriately, focusing on outcomes and value realization.

Scaled Engagement and Signal-Driven Execution

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

Retention & Growth Support

• Increase renewal confidence by ensuring customers realize value and risks are mitigated.
• Surface expansion signals and Customer Success Qualified Leads (CSQLs) in partnership with the account team.
• Support opportunity progression by providing customer context and value hypotheses.

Cross-Function Collaboration

• Partner effectively with Sales, Sales Engineering, Support, Product, and Services to orchestrate expertise.
• Serve as a voice of the customer, capturing and sharing feedback to improve product experience.
• Commercial discussions, pricing, and contract matters are outside the scope of this role.

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.
• Apply GenAI to accelerate high-leverage work such as customer preparation, success planning, and internal summaries.
• Follow company guidance on responsible AI usage and data handling.

What Success Looks Like

• Customers achieve value faster with measurable adoption and outcomes.
• Engagement is proactive and structured.
• Renewal confidence increases through demonstrated value and risk mitigation.
• Expansion signals and CSQLs are consistently surfaced.
• Advocacy and referenceability increase.
• Execution is high-quality and repeatable, enabling scale.

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.
• Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution quality and speed.

Things That We Are Proud Of

• Recognized by Gartner®, Forrester®, and industry awards for innovation in Application Security Testing and Software Composition Analysis.
• Fast Company Best Workplaces for Innovators 2024.
• Diversity & Inclusion Working Groups.
• Generous Parental Leave Policy.
• Paid Volunteer Time Off (VTO).

Equal Opportunity Employer

Sonatype values diversity and inclusivity. We offer a supportive work environment and are an equal-opportunity employer. We provide accommodations for individuals with disabilities upon request.