Note: The job is a remote job and is open to candidates in USA. Sonatype provides solutions that improve the quality, security, and speed of software development lifecycles. The Federal Customer Success Manager will advise primarily U.S. government customers, driving onboarding, adoption, measurable value, retention, renewal confidence, and customer advocacy through proactive, scaled engagement. The role partners with Sales, Product, Engineering, Support, Services, and Marketing and uses GenAI to improve customer planning, analysis, and communication.
Responsibilities
- Lead structured customer motions to accelerate onboarding success, adoption, and time-to-value
- Help customers connect Sonatype capabilities to their desired outcomes and success criteria, translating intent into clear next steps and measurable progress
- Provide proactive guidance on best practices, common pitfalls, and practical steps to improve customer success with Sonatype solutions
- Maintain a clear view of customer health and progress, identifying risk signals early and driving mitigation actions in partnership with internal teams as needed
- Bring strong product and domain credibility to guide best practices and prevent pitfalls (engaging Support and Services appropriately) while staying focused on outcomes, value realization, and forward momentum rather than becoming a reactive Q&A channel
- Operate in a scaled engagement model, prioritizing actions based on telemetry, usage signals, customer intelligence, and lifecycle milestones
- Use repeatable engagement approaches that deliver a consistent, high-quality customer experience across your portfolio
- Document key insights, actions, and outcomes to ensure continuity, clarity, and effective internal coordination
- 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
- Use GenAI 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
Skills
- You are a US civilian
- 4-6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in direct support of US government customers
- Experience working with civilian agencies, DoD, or Intelligence Community customers
- Ability to navigate complex stakeholder environments including government employees, contractors, and systems integrators
- 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 at tactical, operational, and strategic levels
- Comfort operating in a fast-paced 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
- Experience working in FedRAMP, Air-Gapped, or regulated environments
- Experience working with State, Local, and Education customers
- Existing experience with software supply chain management
- Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution, quality, and speed
Benefits
- Diversity & Inclusion Working Groups
- Parental Leave Policy
- Paid Volunteer Time Off (VTO)
Company Overview