Associate Customer Success Manager

About this role

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Skills you'll use

What you'll do

• Customer Outcomes and Value Realization
• 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, while engaging Support and Services appropriately—staying focused on outcomes, value realization, and forward momentum rather than becoming a reactive Q&A channel.
• Scaled Engagement and Signal-Driven Execution
• 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.

Who can apply

• 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.

About Sonatype

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