Manager, Customer Success Engineering

As the Manager, Customer Success Management (Player-Coach), you will lead from the front by owning direct customer engagement while building the foundation for a growing Customer Success team. Over time, you will expand your leadership scope as the team grows, while maintaining enough proximity to customer reality to coach effectively and scale the right behaviors.

This role is designed for a leader who blends technical credibility, customer leadership, and commercial orientation. You will ensure customers realize value quickly, drive adoption and outcomes, strengthen retention, and consistently identify expansion opportunities for referral to the broader account team. The expectation is proactive customer leadership with a disciplined, outcomes-driven approach.

A defining requirement of this role is reflexive GenAI usage. You are expected to model and institutionalize the use of GenAI tools as a thought partner to improve the quality and strategic rigor of analysis, planning, and communication to accelerate the pace at which the team learns, executes, and scales.

• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• 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).