Federal Customer Success Manager (CSM)

Sonatype is privileged to work with customers who rely on us to improve the quality, security, and speed of their software development lifecycle. The Federal Customer Success Manager (CSM) is the strategic post-sales advisor responsible for helping federal customers realize measurable value from their investment in Sonatype by driving adoption, retention, growth, and long-term customer advocacy.

Federal agencies rely on Sonatype to secure and accelerate software delivery for mission-critical applications. As a Federal CSM, you'll work with organizations modernizing how the government builds software, helping technical teams adopt practices that improve security, developer productivity, and software supply chain resilience.

As a Federal Customer Success Manager (CSM), you will manage a portfolio primarily consisting of U.S. government customers with select State, Local, and Education customers through a scaled engagement model, using customer health, product usage, and lifecycle milestones to prioritize proactive engagement.

Your goal is to accelerate time-to-value, drive adoption and measurable outcomes, increase renewal confidence, and surface growth opportunities in partnership with the broader Sonatype account team, including Sales, Product, Engineering, and Marketing teams.

This role is not intended to be reactive “shadow support.” You will be expected to deliver proactive, outcomes-driven guidance, disciplined execution, and consistent customer leadership, while knowing when to pull in deeper subject-matter expertise as needed.

A defining expectation of this role is the use of GenAI as a regular part of your workflow. You are expected to use GenAI tools as a thought partner to improve the quality, clarity, and strategic rigor of your analysis, planning, and communication, while validating outputs and applying sound judgment.

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 (engaging Support and Services appropriately) while 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.

• 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.

Retention & Growth Support

• 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 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.

What Success Looks Like

• Customers reach value more quickly and demonstrate measurable adoption and outcomes.

• Engagement is proactive and structured, not dominated by reactive troubleshooting.

• Renewal confidence increases through evidence of value, stakeholder alignment, and early risk mitigation.

• Expansion opportunities are consistently identified and shared with Sales with clear 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.

What We Are Looking For

• 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.

Additional Preferences

• 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.