Associate Customer Success Manager

Customer Outcomes and Value Realization

• 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.
  
  

Scaled Engagement and Signal-Driven Execution

• 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.
  
  

Retention & Growth Support

• 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.
  
  

• Identify and cultivate advocates and referenceable moments, and coordinate with Advocacy/Marketing motions as appropriate (e.g., reviews, references, stories, customer proof points).
  
  

Cross-Functional Collaboration

• 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.
  
  

Reflexive GenAI Usage as a Standard

• 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.

• Customers reach value faster and demonstrate measurable adoption and outcomes.
  
  

• Engagement is proactive and structured—not dominated by reactive troubleshooting.
  
  

• Renewal confidence increases through value evidence, stakeholder alignment, and early risk mitigation.
  
  

• Expansion signals and CSQLs are consistently surfaced and shared with 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.

• 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.

• Familiarity with software supply chain, open source governance, application security, or developer enablement workflows.
  
  

• Experience supporting enterprise developer tools or DevSecOps platforms.

• Periodic collaboration across global teams and occasional travel as needed.
  
  

• 2024 Built In Best Places to Work: Sonatype was named to the Washington DC 100 Best Places to Work list.

• European Enterprise Awards 2023: Sonatype has been named a winner of the European Enterprise Awards in the Best Enterprise SaaS Provider

• Constellation AST Shortlist: Sonatype has been listed on the Constellation Shortlist for Application Security Testing for 2024

• Data Breakthrough Awards: Sonatype was announced as a 2024 winner in the "Open-Source Data Solution of the Year"

• SD Times: Best in Show Security

• Fast Company Best Workplaces for Innovators 2024

• The Herd Top 100 Private Software Companies 2024

• 2023 Leader in Forrester-Wave for Software Compensation Analysis

• 2023 Gartner's Magic Quadrant

• Company Wellness Week - We shut down company operations for a week to enable all employees to spend time pursuing personal growth and enjoying much needed and deserved rest. 

• Diversity & Inclusion Working Groups

• Parental Leave Policy

• Paid Volunteer Time Off (VTO)