Customer Success Manager - US [IC2]

Sourcegraph is a leading code intelligence platform that empowers developers and teams to navigate complex codebases efficiently. The Customer Success Manager will be responsible for managing a portfolio of enterprise and commercial accounts, driving product adoption, and ensuring customer satisfaction to facilitate renewals and expansions.

Responsibilities:

• Manage a book of 20-30 enterprise and commercial accounts
• Drive adoption and surface risk
• Get customers healthy for renewal and expansion
• Build relationships with your team and counterparts
• Learn the product, value proposition, customers, and internal processes
• Shadow customer calls to understand usage
• Own regular cadences with customers
• Identify customers needing more support
• Lead product trainings and basic demos independently
• Drive adoption across your book
• Proactively surface risk and opportunity
• Run internal business reviews and customer-facing QBRs
• Serve as the voice of customers internally

Requirements:

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