Customer Success Manager, sonatype
Software supply chain management platform
Be an early applicant
Software supply chain management platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To change how the world innovates by making software development easier.
Role
Who you are
- Experience in Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in B2B SaaS
- Technical aptitude and credibility within modern software development lifecycles (DevOps, CI/CD, artifact management, OSS governance/security)
- Strong customer-facing communication skills with the ability to educate, influence, and lead structured conversations
- Comfort operating in an environment that requires prioritization, focus, and consistent execution across a portfolio
- Demonstrated ownership, bias for action, and ability to manage multiple priorities with disciplined execution
- Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution quality and speed
What the job involves
- Sonatype is privileged to work with customers who rely on us to improve the quality, security, and speed of their software development lifecycle. Customer Success at Sonatype is outcomes-driven, technically credible, and growth-oriented
- 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, and 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—knowing when to pull in deeper subject-matter expertise—while maintaining disciplined execution and consistent customer leadership
- A defining expectation of this role is the use of GenAI reflexively. You are expected to use GenAI tools as a thought partner to improve the quality, clarity, and strategic rigor of your analysis, planning, and communication—while validating outputs and applying sound judgment
- 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, translating intent into clear next steps and measurable progress
- Provide proactive guidance on best practices, common pitfalls, and practical steps to improve customer success with Sonatype solutions
- Maintain a clear view of customer health and progress, identifying risk signals early and driving mitigation actions in partnership with internal teams as needed
- Bring strong product and domain credibility to guide best practices and prevent pitfalls, while engaging Support and Services appropriately—staying focused on outcomes, value realization, and forward momentum rather than becoming a reactive Q&A channel
- Operate in a scaled engagement model, prioritizing actions based on telemetry, usage signals, customer intelligence, and lifecycle milestones
- Execute repeatable plays and engagement patterns that increase consistency and impact across a portfolio
- Document key insights, actions, and outcomes to ensure continuity, clarity, and effective internal coordination
- Increase renewal confidence by ensuring customers are realizing value, stakeholders are aligned, and risks are surfaced early with mitigation plans in motion
- Surface expansion signals and surface Customer Success Qualified Leads (CSQLs) in partnership with the broader account team
- Support opportunity progression by providing customer context, value hypotheses, and stakeholder insights that help move growth motions forward
- Partner effectively with Sales, Sales Engineering, Support, Product, and Services to orchestrate the right expertise at the right time—without creating unnecessary escalation churn
- Serve as a voice of the customer by capturing and sharing patterns, feedback, and friction points that improve product experience and customer outcomes
- This role focuses on post-sale customer experience. Commercial discussions, pricing, and contract matters are managed by the appropriate sales and contracting teams and are outside the scope of this role
- Use GenAI reflexively as a thought partner to improve the quality, clarity, and strategic rigor of analysis, planning, and communication, while validating outputs and applying sound judgment
- Apply GenAI to accelerate high-leverage work such as customer preparation, follow-up quality, success planning, messaging, and internal summaries—so you spend more time driving outcomes and less time on manual overhead
- 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—not dominated by reactive troubleshooting
- Renewal confidence increases through evidence of value, stakeholder alignment, and early risk mitigation
- Expansion signals and CSQLs are consistently surfaced and shared with a credible customer context
- Advocacy and referenceability increase through identified champions, proof points, and coordinated customer storytelling
- Execution is high-quality and repeatable, enabling scale across a broader portfolio
Our take
Sonatype has been a heavy weight in the world of supply chain management since 2008. Specializing in analzying and securing open-sopurce code, it plays a crucial role behind the scenes of some of the world's largest tech player, including Apple, and Linux. With over a decade of experience, its won a reputation as a go-to in the software supply chain space.
A major turning point for the company came in 2019, when private equity giant Visa Equity PArtners acquired it, signaling some serious momentum. Fast forward to 2022, and Sonatype hit a big milestone: $100M in annual recurring revenue and a growing global workforce. It also revealed it will be going public, riding the wave of explosive interest in cybersecurity and software supply chain tools.
The market for these tools is cleary heating up but Sonatype isn't just another name in the crowd, it's got longevity, credibility, and a good eye for spotting what's next. In a space that's growing fast and always changing, Sonatype's deep roots and ongoing growth certainly give it a solid edge.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Sep 2018
$80m
GROWTH EQUITY VC
Feb 2016
$30m
GROWTH EQUITY VC
Total funding: $154.7m
Company benefits
- Competitive benefits package
- Flexible work and schedule
- Annual wellness week
- Paid volunteer time off
- Full parental/maternity (birth or adoption) leave
Company HQ
Maple Lawn, Fulton, MD
Leadership
Brian Fox
(Co-Founder & CTO)Currently OpenSSF Governing Board Member at OpenSSF and Official Member at Forbest Technology Council and Apaches Software Foundation.
Wayne Jackson
(CEO)Joined Sonatype in 2010 as CEO. Previously the CEO of Sourcefire (part of Cisco) and Riverbed Technologies.
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