Customer Success Manager

Sonatype

Federal Customer Success Manager guiding U.S. government agencies adopting Sonatype’s software security solutions.

Posted 8/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Federal Customer Success and Technical Account Management, with a strong focus on customer adoption, risk mitigation, and stakeholder engagement. Proficient in leveraging GenAI tools to enhance customer interactions and outcomes.

Highest-signal resume keywords

Federal Customer SuccessTechnical Account ManagementGenAI FluencyDevOps and CI/CDStakeholder Navigation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessTechnical Account ManagementDevOpsCI/CDArtifact ManagementOSS GovernanceSoftware Supply Chain ManagementRisk MitigationCustomer Health MonitoringOnboarding Success

Soft Skills

Customer-Facing CommunicationPrioritizationExecutionOwnershipInfluencing

Tools & Technologies

GenAI ToolsTelemetryCustomer IntelligenceLifecycle MilestonesEngagement Approaches

Certifications & Qualifications

FedRAMP Experience

Industry Keywords

Federal AgenciesDoDIntelligence CommunityRegulated EnvironmentsState and Local CustomersEducation Customers

About the role

Key responsibilities & impact

Lead structured customer motions to accelerate onboarding success, adoption, and time-to-value
Connect Sonatype capabilities to customer outcomes and success criteria, translating intent into measurable next steps
Provide proactive guidance on best practices, pitfalls, and practical steps for customer success
Monitor customer health and progress, identify risk signals, and drive mitigation actions
Operate in a scaled engagement model using telemetry, usage signals, customer intelligence, and lifecycle milestones
Use repeatable engagement approaches across the customer portfolio
Document insights, actions, and outcomes for continuity and internal coordination
Partner with Sales, Sales Engineering, Support, Product, and Services to orchestrate expertise
Capture and share customer feedback, patterns, and friction points
Use GenAI to improve customer preparation, follow-up, success planning, messaging, and internal summaries
Increase customer adoption, measurable outcomes, renewal confidence, expansion opportunities, advocacy, and referenceability

Requirements

What you’ll need

Must be a US civilian
4–6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles directly supporting US government customers
Experience working with civilian agencies, DoD, or Intelligence Community customers
Ability to navigate stakeholders including government employees, contractors, and systems integrators
Technical aptitude in modern software development lifecycles, including DevOps, CI/CD, artifact management, and OSS governance/security
Strong customer-facing communication skills to educate, influence, and lead structured conversations at tactical, operational, and strategic levels
Ability to prioritize, focus, and execute consistently across a portfolio
Demonstrated ownership, bias for action, and disciplined management of multiple priorities
Experience in FedRAMP, air-gapped, or regulated environments preferred
Experience with State, Local, and Education customers preferred
Experience with software supply chain management preferred
Strong GenAI fluency and demonstrated use of AI tools preferred

Benefits

Comp & perks

Diversity & Inclusion Working Groups
Parental Leave Policy
Paid Volunteer Time Off (VTO)