Customer Success Manager

Customer Success Manager

Company: Sonatype Location: Remote (UK) Contract: Permanent

Sonatype is the software supply chain security company, providing a comprehensive solution that protects against malicious open source, manages Software Bill of Materials (SBOM), and offers a leading platform for open-source dependency management. We empower enterprises to build secure, high-quality, and innovative software at scale.

As pioneers in the open-source space, with roots in Nexus Repository and stewardship of Maven Central, we are committed to building faster, safer software. We leverage AI and data intelligence to mitigate risk, maximize efficiency, and drive powerful software development. Over 2,000 organizations, including 70% of the Fortune 100, rely on Sonatype.

Customer Success at Sonatype is outcomes-driven, technically credible, and growth-oriented.

About the Role

As a Customer Success Manager, you will manage a portfolio of customers using a scaled engagement model. You will leverage structured lifecycle motions and data signals to prioritize outreach, accelerate time-to-value, drive adoption and measurable outcomes, increase renewal confidence, and identify growth opportunities in collaboration with the account team. This role requires proactive, outcomes-driven guidance, not reactive support. A key expectation is the reflexive use of Generative AI (GenAI) as a thought partner to enhance analysis, planning, and communication, while always validating outputs and applying sound judgment.

Key Responsibilities

Customer Outcomes and Value Realization

• Lead structured customer motions to accelerate onboarding, adoption, and time-to-value.
• Help customers align Sonatype capabilities with their desired outcomes and success criteria.
• Provide proactive guidance on best practices and common pitfalls.
• Monitor customer health, identify risks early, and drive mitigation actions.
• Maintain product and domain credibility, engaging Support and Services appropriately to focus on outcomes.

Scaled Engagement and Signal-Driven Execution

• Operate within a scaled engagement model, prioritizing actions based on telemetry, usage signals, and customer intelligence.
• Execute repeatable plays and engagement patterns for consistency and impact.
• Document key insights, actions, and outcomes for continuity and internal coordination.

Retention & Growth Support

• Increase renewal confidence by ensuring customers realize value and risks are mitigated.
• Surface expansion signals and identify Customer Success Qualified Leads (CSQLs) in partnership with the account team.
• Support opportunity progression by providing customer context and value hypotheses.

Cross-Function Collaboration

• Partner effectively with Sales, Sales Engineering, Support, Product, and Services.
• Act as a voice of the customer, sharing feedback to improve product experience and outcomes.
• Focus on post-sale customer experience; commercial discussions are handled by sales teams.

Reflexive GenAI Usage

• Utilize GenAI as a thought partner to improve the quality, clarity, and strategic rigor of your work.
• Apply GenAI to accelerate tasks like customer preparation, follow-up, success planning, and internal summaries.
• Adhere to company guidance on responsible AI usage and data handling.

What We Are Looking For

• Experience in Customer Success, Technical Account Management, Solutions Consulting, or similar customer-facing roles in B2B SaaS.
• Technical aptitude and credibility in modern software development lifecycles (DevOps, CI/CD, artifact management, OSS governance/security).
• Strong customer-facing communication skills with the ability to educate and influence.
• Comfort operating in a fast-paced environment requiring prioritization and consistent execution across a portfolio.
• Demonstrated ownership, bias for action, and ability to manage multiple priorities.
• Strong GenAI fluency and a habit of using AI tools to improve execution quality and speed.

What We Offer

Sonatype is proud to be recognized for innovation and leadership in application security and AI. We foster a diverse and inclusive workplace, offering benefits such as parental leave, diversity and inclusion working groups, and paid volunteer time off. We are an equal-opportunity employer committed to a welcoming environment for all.