[Hiring] Customer Success Manager @Sourcegraph

Role Description

You'll play a meaningful role on a small, high-performing Customer Success team at a pivotal moment. As a CSM at Sourcegraph, you'll manage a book of 20 enterprise and commercial accounts, helping developers get real, measurable value out of our products. You'll own the post-sales relationship end to end, driving adoption, surfacing risk, and getting customers healthy for renewal and expansion.

This isn't a passive relationship management role. You'll be in the product, digging into health scores and telemetry, running 1:1 trainings, leading business reviews, and working alongside Named AEs and Field Engineers to move customers forward. Sourcegraph is also at an exciting inflection point as we shift from a seats-based model to consumption, which makes the CSM's impact more tangible than ever.

Responsibilities

• Build relationships with your team, Named AEs, and Field Engineering counterparts within one month.
• Learn our product, value proposition, customers, and internal processes.
• Shadow customer calls to understand how our enterprise and commercial customers use Sourcegraph.
• Begin taking over your first accounts and establishing yourself as a trusted point of contact.
• Own regular cadences with your customers, understanding their use cases, building value maps, and tracking adoption health scores within three months.
• Identify which customers need more support, which are trending toward risk, and prioritize accordingly.
• Start leading product trainings and basic demos independently.
• Partner with Named AEs on accounts nearing renewal or showing expansion signals.
• Drive adoption across your book, getting customers to actively use Deep Search, MCP, and consumption-based features within six months.
• Proactively surface risk and opportunity.
• Run internal business reviews and customer-facing QBRs with documented KPIs.
• Serve as the voice of your customers internally, sharing feedback with EPD, PMM, and Support to influence product direction.

Qualifications

• You're tech-curious, customer-oriented, and comfortable operating with a lot of autonomy.
• Genuinely interested in developer tooling and the problems developers face.
• Analytical and communicate well across audiences.
• Proactive and self-directed.
• Coachability; able to take feedback and incorporate it quickly.

Requirements

• Customer-facing experience (CSM, account management, account coordination, technical support, solutions consulting, or similar).
• Prior experience in a technical SaaS environment.
• Demonstrated comfort presenting to customers or technical audiences.

Nice to Have

• Background in developer tooling, observability, infrastructure, or adjacent technical products.
• Experience working with a large, varied book of business.
• CS, engineering, or technical undergraduate background.

Compensation

We pay you an above-average salary because we want to hire the best people who are fully focused on helping Sourcegraph succeed, not worried about paying bills. The compensation for this role is $96,640 USD base + $24,160 USD commission for a total OTE of $120,800 USD.

In addition to our cash compensation, we offer equity and generous perks & benefits.

Interview Process

Below is the interview process you can expect for this role. We expect the interview process to take 4 hours in total.

• Introduction Stage
  • Recruiter Screen [45m]
  • Hiring Manager Screen / Resume Deep Dive
• Team Interview Stage
  • Cross-functional team collaboration / Peer with CSM + AE [60m]
  • Working Session with Hiring Manager + CSM + Named AE [60m]
• Final Interview Stage
  • Values [30m]
  • Leadership with CRO [15m]

Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.