Manager, Customer Success Engineering

Player-Coach Customer Engagement

• Own direct customer engagement across a portfolio, driving onboarding success, adoption acceleration, and measurable value realization.
  
  

• Coach and educate customers on Sonatype solutions and best practices, helping customers progress from implementation to sustained outcomes.
  
  

• Use available signals and context to prioritize the right customer engagement at the right time, with a focus on high-leverage actions that move outcomes forward.
  
  

Customer Outcomes and Growth Support

• Operate with a customer outcome and value realization mindset: protect renewals by building renewal confidence through value evidence, and consistently identify expansion opportunities and Customer Success Qualified Leads (CSQLs) for referral to the appropriate account team.
  
  

• Identify customer needs and expansion pathways and share relevant insights with account team partners to support their engagement.
  
  

• Maintain disciplined account hygiene: document customer intent, whitespace, value drivers, and agreed next actions.
  
  

Building and Leading the CSM Team

• Lead the operating foundation for a new Customer Success team, including expectations, onboarding, quality standards, and team rhythms.
  
  

• Hire, onboard, coach, and develop additional Customer Success Managers as the team scales, ensuring consistency in customer leadership and execution.
  
  

• Create a culture of accountability, pace, and continuous improvement, with clear standards for what “good” looks like in customer engagement and collaboration with account teams.
  
  

Operating Rhythm and Scalable Execution

• Build and execute repeatable plays and a consistent operating cadence for customer onboarding, adoption, success planning, renewal readiness, and growth pathway development.
  
  

• Use data and insights to prioritize effort, identify risk early, and guide decisions on where to focus time and resources.

• Synthesize customer insights and share them with internal partners to improve product experience, enablement, and customer outcomes.
  
  

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 applying sound judgment and validating outputs.
  
  

• Establish team norms that make AI-enabled workflows the default to accelerate ramp time, increase consistency, and reduce time-to-insight across customer engagements.

• Identify high-leverage opportunities to use GenAI to scale customer success (e.g., improved customer communication quality, faster preparation, stronger plans, and more consistent follow-through).

• Customers reach value faster and demonstrate stronger adoption outcomes and renewal readiness.
  
  

• Customer engagement is proactive and outcomes-driven—not reactive and dominated by ad hoc troubleshooting.
  
  

• Expansion signals and CSQLs are consistently identified and shared with the account team.
  
  

• The team ramps quickly with clear standards, strong coaching, and repeatable plays.
  
  

• GenAI-enabled workflows become a durable advantage, improving quality and scale.

• Experience in Customer Success, Technical Account Management, Solutions Consulting, or similar roles in B2B SaaS.
  
  

• Prior people leadership experience, or strong player-coach experience leading initiatives and mentoring others, with readiness to build and manage a team.
  
  

• Technical aptitude and credibility within modern software development lifecycles (DevOps, CI/CD, artifact management, OSS governance/security).
  
  

• Strong customer-facing communication skills and the ability to lead structured conversations that drive outcomes.
  
  

• Demonstrated customer outcome orientation: retention focus, expansion signal identification, and disciplined follow-through in partnership with account teams.
  
  

• Data-driven mindset and comfort using signals and insights to prioritize action.
  
  

• Strong bias for action, ownership, and comfort operating in ambiguity while building something new.
  
  

• Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution quality and speed.