[Hiring] Federal Customer Success Manager @Sonatype

Role Description

Sonatype is privileged to work with customers who rely on us to improve the quality, security, and speed of their software development lifecycle. The Federal Customer Success Manager (CSM) is the strategic post-sales advisor responsible for helping federal customers realize measurable value from their investment in Sonatype by driving adoption, retention, growth, and long-term customer advocacy.

As a Federal CSM, you'll work with organizations modernizing how the government builds software, helping technical teams adopt practices that improve:

• Security
• Developer productivity
• Software supply chain resilience

Your goal is to:

• Accelerate time-to-value
• Drive adoption and measurable outcomes
• Increase renewal confidence
• Surface growth opportunities in partnership with the broader Sonatype account team

This role is not intended to be reactive “shadow support.” You will be expected to deliver proactive, outcomes-driven guidance, disciplined execution, and consistent customer leadership.

A defining expectation of this role is the use of GenAI as a regular part of your workflow:

• Use GenAI tools as a thought partner to improve the quality, clarity, and strategic rigor of your analysis, planning, and communication.
• Validate outputs and apply sound judgment.

Qualifications

• You are a US civilian
• 4-6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in direct support of US government customers.
• 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 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 at tactical, operational, and strategic levels.
• Comfort operating in a fast-paced 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.

Requirements

• 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.
• 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.
• Operate in a scaled engagement model, prioritizing actions based on telemetry, usage signals, customer intelligence, and lifecycle milestones.
• Document key insights, actions, and outcomes to ensure continuity, clarity, and effective internal coordination.
• Partner effectively with Sales, Sales Engineering, Support, Product, and Services.
• Use GenAI as a thought partner to improve the quality, clarity, and strategic rigor of analysis, planning, and communication.
• Follow company guidance on responsible AI usage and data handling.

Benefits

• 5 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 for a new product for its innovation and impact in developer technology
• 2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report)
• Constellation AST Shortlist: Sonatype has been listed on the Constellation ShortList™ for Application Security Testing for 2024
• Data Breakthrough Awards: Sonatype was announced as a 2024 winner in the "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)