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Senior Customer Success Manager

Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining the only proactive protection against malicious open source, the only enterprise grade SBOM management and the leading open source dependency management platform. This empowers enterprises to create and maintain secure, quality, and innovative software at scale. As founders of Nexus Repository and stewards of Maven Central, the world’s largest repository of Java open-source software, we are software pioneers and our open source expertise is unmatched. We empower innovation with an unparalleled commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive powerful software development. More than 2,000 organizations, including 70% of the Fortune 100 and 15 million software developers, rely on Sonatype to optimize their software supply chains. If you want to have a greater impact in the open-source ecosystem by enabling our customers to build better software faster - then you should keep reading. We are bringing a Senior Customer Success Manager (CSM) to ensure our customers continuously see value across Sonatype products. This role matters because our users are software developers, security officers, and DevOps managers. We offer them subscriptions to valuable software that works. As long as our customers value their investment, they will continue to renew and expand their deployments. Fortunately, our customers trust Sonatype and value their investments. This is validated by our 85%+ renewal rate—one of the highest renewal rates in the software subscription business. But we choose not to rest on our laurels. If our customers are not optimized, adequately deployed, or have compromised rollouts due to their lack of time, technical know-how/resources, or understanding of best practices, it will inhibit our mutual ability to achieve success. That is why the Sr CSM role is so meaningful. In summary, we are looking for a technically strong, customer-focused Customer Success Manager to serve as a trusted advisor to our customers. This role is ideal for someone with a background in software development, DevSecOps, security, QA, cloud, or engineering, who enjoys helping customers solve real problems, adopt best practices, and achieve measurable business outcomes. What you'll do:<ul> <li>Mentor and guide customers on implementation strategies and usage best practices for Sonatype products.</li> <li>Support smooth onboarding, faster adoption, and expanded platform utilization across customer environments.</li> <li>Build trusted relationships with technical and business stakeholders, from practitioners to executive leaders.</li> <li>Help customers connect technical implementation with business value, including ROI, risk reduction, and improved software delivery outcomes.</li> <li>Proactively identify gaps in the customer experience, early warning signals, adoption risks, and opportunities for improvement.</li> <li>Work cross-functionally with Sales, Product, Support, Engineering, and other teams to address customer needs and improve outcomes.</li> <li>Serve as the voice of the customer by sharing insights that influence product improvements, roadmap priorities, and advocacy programs.</li> <li>Use tools such as Salesforce, Gainsight, customer usage data, and AI-enabled insights to understand customer health, engagement, and opportunities.</li> <li>Help customers not only renew, but expand their success with Sonatype through consultative guidance and proactive problem-solving.</li> <li>Coach and support less experienced team members by sharing technical knowledge, customer engagement practices, and best practices.</li> </ul> <div>This is a senior, relationship-driven role with a strong technical foundation. You will have dedicated onboarding and ramp-up time to learn the Sonatype Nexus Platform, our customer success approach, internal tools, product workflows, APIs, and implementation best practices before taking on full account responsibility.</div> What you'll bring:<div> <ul> <li>Strong communication skills, with the ability to engage both technical users and business stakeholders.</li> <li>Experience building, delivering, securing, or supporting software in modern development environments.</li> <li>Our CSMs come from backgrounds like software engineering, DevOps, DevSecOps, cloud, QA, security operations, application security, solutions architect, or technical consulting.</li> <li>Broad knowledge of current SDLC and the tooling that development organizations use to build applications</li> <li>Well-honed project management and interpresonal skills.</li> <li>Ability to understand how technical solutions translate into customer value, business impact, and measurable outcomes.</li> <li>A consultative mindset with the ability to influence, advise, and guide customers toward better long-term results.</li> <li>Proactive ownership, transparency, curiosity, and a strong customer-first approach.</li> <li>Experience working with enterprise customers, internal stakeholders, or end users in a client-facing or advisory capacity.</li> <li>Comfort learning new platforms, APIs, integrations, customer workflows, and technical implementation patterns.</li> <li>Ability to identify risks, uncover expansion opportunities, and help customers achieve deeper adoption.</li> <li>Ideally 7–10 years of related experience, with flexibility for candidates who bring strong, relevant technical and customer-facing experience.</li> <li>Must currently reside in the United States and be authorized to work without sponsorship. </li> </ul> </div> It'd be great if you had:<ul> <li>Experience with Sonatype products or competing platforms such as JFrog, Snyk, or other software supply chain, DevSecOps, or application security tools.</li> <li>Previous experience as a Customer Success Manager, Customer Success Engineer, Technical Account Manager, Sales Engineer, Solutions Consultant, DevOps Engineer, Security Engineer, SecOps Analyst, or similar role.</li> <li> <div>Familiarity with Salesforce, Gainsight, customer health scoring, usage analytics, or customer success playbooks.</div> </li> <li> <div>Experience supporting SaaS, enterprise software, developer tools, security platforms, or open-source ecosystem solutions.</div> </li> <li> <div>Ability to coach peers or mentor more junior team members.</div> </li> <li> <div>Experience speaking with C-level stakeholders while also being credible with hands-on technical teams.</div> </li> <li> <div>Availability to support customers across Central and Eastern time zones.</div> </li> </ul> Things we are proud of:<div> <ul> <li>2025 Best DevSecOps Solution by DevOps Dozen</li> <li>Visionary in the 2025 Gartner® Magic Quadrant™ for Application Security Testing</li> <li>2025 DEVIES Award to our SBOM Manager new product for its innovation and impact in developer technology</li> <li>2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report)</li> <li>2023 Fast Company Best Places for Innovators</li> <li>2023 Gartner's Magic Quadrant</li> <li>2023 Software Report's Top 100 Software Companies</li> <li>2023 BuiltIn Best Places to Work</li> <li>2022 Frost & Sullivan Technology Innovation Leader Award</li> <li>2022 PeerSpot Silver Peer Award in Software Composition Analysis</li> <li>2022 Tech Ascension Best DevOps Security Solution Award</li> <li>2022 NVCT Cyber Company of the Year</li> <li>Company Wellness days - We shut down company operations during some days of the year (5 in total) to enable all employees to pursue personal growth and enjoy much-needed and deserved additional rest.</li> <li>Paid Volunteer Time Off (VTO)</li> </ul> </div> #LI-AL1 At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.

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