[Hiring] Customer Success Manager @Sonatype

Role Description

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 the right outreach at the right time. Your goal is to:

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

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

A defining expectation of this role is the use of GenAI reflexively to improve the quality, clarity, and strategic rigor of your analysis, planning, and communication.

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.
• Provide proactive guidance on best practices, common pitfalls, and practical steps to improve customer success.
• Maintain a clear view of customer health and progress, identifying risk signals early.
• Bring strong product and domain credibility to guide best practices.

Scaled Engagement and Signal-Driven Execution

• Operate in a scaled engagement model, prioritizing actions based on telemetry and customer intelligence.
• Execute repeatable plays and engagement patterns that increase consistency and impact.
• Document key insights, actions, and outcomes to ensure continuity and effective internal coordination.

Retention & Growth Support

• Increase renewal confidence by ensuring customers are realizing value.
• Surface expansion signals and Customer Success Qualified Leads (CSQLs).
• Support opportunity progression by providing customer context and stakeholder insights.

Cross-Function Collaboration

• Partner effectively with Sales, Sales Engineering, Support, Product, and Services.
• Serve as a voice of the customer by capturing and sharing patterns, feedback, and friction points.

Reflexive GenAI Usage as a Standard

• Use GenAI reflexively to improve the quality, clarity, and strategic rigor of analysis and communication.
• Apply GenAI to accelerate high-leverage work such as customer preparation and success planning.
• 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.
• Renewal confidence increases through evidence of value and stakeholder alignment.
• Expansion signals and CSQLs are consistently surfaced.
• Execution is high-quality and repeatable, enabling scale across a broader portfolio.

What We are Looking For

• Experience in Customer Success, Technical Account Management, or similar roles in B2B SaaS.
• Technical aptitude and credibility within modern software development lifecycles.
• Strong customer-facing communication skills.
• Comfort operating in an environment that requires prioritization and consistent execution.
• Demonstrated ownership and ability to manage multiple priorities.
• Strong GenAI fluency and a habit of using AI tools to improve execution quality.

Things That 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 for our SBOM Manager for innovation in developer technology
• 2024 Industry Leader in Forrester-Wave for Software Composition Analysis
• Constellation AST Shortlist for Application Security Testing for 2024
• Data Breakthrough Awards: 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.

Benefits

• Diversity & Inclusion Working Groups
• Parental Leave Policy
• Paid Volunteer Time Off (VTO)

At Sonatype, we value diversity and inclusivity. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We may use artificial intelligence (AI) tools to support parts of the hiring process. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.