Senior Customer Success Manager

Sonatype is the software supply chain security company. They are seeking a Senior Customer Success Manager to ensure customers continuously see value across Sonatype products and to serve as a trusted advisor to their customers.

Responsibilities:

• Mentor and guide customers on implementation strategies and usage best practices for Sonatype products
• Support smooth onboarding, faster adoption, and expanded platform utilization across customer environments
• Build trusted relationships with technical and business stakeholders, from practitioners to executive leaders
• Help customers connect technical implementation with business value, including ROI, risk reduction, and improved software delivery outcomes
• Proactively identify gaps in the customer experience, early warning signals, adoption risks, and opportunities for improvement
• Work cross-functionally with Sales, Product, Support, Engineering, and other teams to address customer needs and improve outcomes
• Serve as the voice of the customer by sharing insights that influence product improvements, roadmap priorities, and advocacy programs
• Use tools such as Salesforce, Gainsight, customer usage data, and AI-enabled insights to understand customer health, engagement, and opportunities
• Help customers not only renew, but expand their success with Sonatype through consultative guidance and proactive problem-solving
• Coach and support less experienced team members by sharing technical knowledge, customer engagement practices, and best practices

Requirements:

• Strong communication skills, with the ability to engage both technical users and business stakeholders
• Experience building, delivering, securing, or supporting software in modern development environments
• Our CSMs come from backgrounds like software engineering, DevOps, DevSecOps, cloud, QA, security operations, application security, solutions architect, or technical consulting
• Broad knowledge of current SDLC and the tooling that development organizations use to build applications
• Well-honed project management and interpersonal skills
• Ability to understand how technical solutions translate into customer value, business impact, and measurable outcomes
• A consultative mindset with the ability to influence, advise, and guide customers toward better long-term results
• Proactive ownership, transparency, curiosity, and a strong customer-first approach
• Experience working with enterprise customers, internal stakeholders, or end users in a client-facing or advisory capacity
• Comfort learning new platforms, APIs, integrations, customer workflows, and technical implementation patterns
• Ability to identify risks, uncover expansion opportunities, and help customers achieve deeper adoption
• Ideally 7–10 years of related experience, with flexibility for candidates who bring strong, relevant technical and customer-facing experience
• Must currently reside in the United States and be authorized to work without sponsorship
• Experience with Sonatype products or competing platforms such as JFrog, Snyk, or other software supply chain, DevSecOps, or application security tools
• Previous experience as a Customer Success Manager, Customer Success Engineer, Technical Account Manager, Sales Engineer, Solutions Consultant, DevOps Engineer, Security Engineer, SecOps Analyst, or similar role
• Familiarity with Salesforce, Gainsight, customer health scoring, usage analytics, or customer success playbooks
• Experience supporting SaaS, enterprise software, developer tools, security platforms, or open-source ecosystem solutions
• Ability to coach peers or mentor more junior team members
• Experience speaking with C-level stakeholders while also being credible with hands-on technical teams
• Availability to support customers across Central and Eastern time zones