Sonatype

Customer Programs Manager

Sonatype

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Partner with Customer Success leadership, along with Product, Sales, Marketing, and RevOps teams to support programs tied to **expansion, renewal, and advocacy initiatives** by ensuring timelines, tracking, and reporting are operationally sound.
  • Leveraging generative AI and AI agents to drive end-to-end execution of complex customer initiatives by aligning cross-functional teams, maintaining delivery momentum, proactively removing blockers, and serving as the operational bridge between Customer Success and the broader business.
  • Establish and track program-level KPIs in support of broader Customer Success performance goals.
  • Provide consistent visibility into the health and progress of customer programs for senior business stakeholders through structured reporting and dashboards.
  • Quickly translate complex customer and operational data into high quality, accurate, and clear insights for executive consumption, in collaboration with advanced AI tools.
  • Produce recurring and ad hoc reports to support forecasting, health monitoring, escalations, and executive decision-making.
  • Maintain strong data quality and reporting integrity across customer systems.
  • Prepare weekly executive communications, including risk identification, progress tracking, and executive-level summaries in concert with generative AI.
  • Coordinate internal communications related to customer programs, escalations, and priority initiatives.
  • Support executive preparation by developing presentations, summaries, and reporting.

Requirements

  • 5+ years of experience in Customer Operations, Program Management, Revenue Operations, Strategy & Operations, Business Operations or consulting with direct execution ownership
  • Demonstrated hands-on expertise with Salesforce reporting and data structures; Gainsight or equivalent Customer Success platforms, and business intelligence tools such as Looker
  • Reflexive usage of generative AI along with the ability and demonstrated curiosity to create AI agents to ensure high quality deliverables, fast
  • Advanced proficiency with Excel for modeling, analysis, and reporting
  • Advanced proficiency with PowerPoint for executive-level presentations
  • Strong project management, organizational, and communication skills
  • Demonstrated ability to manage multiple complex workstreams independently
  • Experience working directly with senior executives in a fast-paced environment
  • Strong attention to detail with the ability to maintain rigor across high-volume programs
  • Reside within commuting distance to Fulton, MD
Benefits
  • Parental leave
  • Diversity and inclusion working groups
  • Flexible working practices
  • Health insurance
  • Paid Volunteer Time Off (VTO)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer OperationsProgram ManagementRevenue OperationsBusiness OperationsSalesforce reportingGainsightLookerExcelPowerPointgenerative AI
Soft Skills
project managementorganizational skillscommunication skillsattention to detailcuriosityindependent workexecutive communicationrisk identificationprogress trackingcollaboration