Associate Customer Success Manager

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

• 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

• 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.