Senior Customer Success Manager
New
Must currently reside in the United States, Central and Eastern time zonesFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7–10 years
- Required Skills
- Project ManagementSalesforceRESTful APIsCustomer SuccessSaaS
Requirements
- Strong communication skills, with the ability to engage both technical users and business stakeholders.
- Experience building, delivering, securing, or supporting software in modern development environments.
- Broad knowledge of current SDLC and the tooling that development organizations use to build applications.
- Well-honed project management and interpersonal skills.
- Ability to understand how technical solutions translate into customer value, business impact, and measurable outcomes.
- A consultative mindset with the ability to influence, advise, and guide customers toward better long-term results.
- Proactive ownership, transparency, curiosity, and a strong customer-first approach.
- Experience working with enterprise customers, internal stakeholders, or end users in a client-facing or advisory capacity.
- Comfort learning new platforms, APIs, integrations, customer workflows, and technical implementation patterns.
- Ability to identify risks, uncover expansion opportunities, and help customers achieve deeper adoption.
- Ideally 7–10 years of related experience.
Responsibilities
- Mentor and guide customers on implementation strategies and usage best practices for Sonatype products.
- Support smooth onboarding, faster adoption, and expanded platform utilization across customer environments.
- Build trusted relationships with technical and business stakeholders, from practitioners to executive leaders.
- Help customers connect technical implementation with business value, including ROI, risk reduction, and improved software delivery outcomes.
- Proactively identify gaps in the customer experience, early warning signals, adoption risks, and opportunities for improvement.
- Work cross-functionally with Sales, Product, Support, Engineering, and other teams to address customer needs and improve outcomes.
- Serve as the voice of the customer by sharing insights that influence product improvements, roadmap priorities, and advocacy programs.
- Use tools such as Salesforce, Gainsight, customer usage data, and AI-enabled insights to understand customer health, engagement, and opportunities.
- Help customers not only renew, but expand their success with Sonatype through consultative guidance and proactive problem-solving.
- Coach and support less experienced team members by sharing technical knowledge, customer engagement practices, and best practices.
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