Senior Customer Success Manager - US East [IC3]

Sourcegraph is a leading code intelligence platform that empowers developers and teams to navigate complex codebases efficiently. They are seeking a Senior Customer Success Manager to manage enterprise accounts, drive product adoption, and ensure customer satisfaction through strategic engagements and effective relationship management.

Responsibilities:

• Manage a book of 15-20 enterprise accounts, helping developers get real, measurable value out of our products
• Own the post-sales relationship end to end, driving adoption, surfacing risk, and getting customers healthy for renewal and expansion
• Analyze telemetry and adoption patterns, leading enablement sessions, driving strategic customer conversations, and partnering closely with Named AEs and Field Engineers to expand customer value over time
• Build relationships with your team, Named AEs, and Field Engineering counterparts
• 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 customer cadences, developing a strong understanding of customer workflows, use cases, and business priorities
• Build value narratives and monitor adoption health signals across your book of business
• Identify customers requiring additional enablement, executive alignment, or risk mitigation, and prioritize accordingly
• Independently lead product trainings, workflow discussions, and enablement sessions without relying on Field Engineering for standard engagements
• Partner with Named AEs on renewals, expansion opportunities, and strategic account planning
• Begin identifying opportunities to expand adoption across additional teams, workflows, and use cases through multithreading and deeper stakeholder engagement
• Lead strategic conversations with technical and executive stakeholders, helping customers connect Sourcegraph adoption, AI-assisted workflows, and broader platform usage to measurable engineering and business outcomes
• Drive broader adoption across your accounts, increasing usage of Deep Search, MCP, and consumption-based capabilities
• Serve as the voice of your customers internally, partnering with EPD, PMM, Support, and Sales to influence product direction and customer strategy
• Build strong multithreaded relationships across engineering, platform, security, and executive stakeholders within your accounts
• Run internal business reviews and customer-facing QBRs with clear value narratives, measurable outcomes, and documented KPIs
• Participate in onsite engagements and strategic customer discussions

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
• Strong communication, prioritization, and stakeholder management skills
• 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