Sonatype is proud to partner 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 use Sonatype to secure and accelerate software delivery for mission-critical applications. In this Federal CSM role, you will work with organizations modernizing how the government builds software, helping technical teams adopt practices that strengthen security, improve developer productivity, and increase software supply chain resilience.

As a Federal Customer Success Manager, you will manage a portfolio mainly composed of U.S. government customers, along with a smaller number of State, Local, and Education customers, using a scaled engagement model. You will prioritize proactive engagement based on customer health, product usage, and lifecycle milestones.

Your goal is to speed up time-to-value, drive adoption and measurable outcomes, improve renewal confidence, and identify growth opportunities in collaboration with the broader Sonatype account team, including Sales, Product, Engineering, and Marketing.

This role is not meant to function as reactive “shadow support.” You are expected to provide proactive, outcomes-focused guidance, follow disciplined execution, and consistently lead customers—knowing when to bring in deeper subject-matter expertise when needed.

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

**Customer Outcomes and Value Realization**
– Lead structured customer initiatives to improve onboarding success, adoption, and time-to-value.
– Help customers connect Sonatype capabilities to their desired outcomes and success criteria, turning goals into clear next steps and measurable progress.
– Provide proactive guidance on best practices, common risks, and practical actions to improve customer success with Sonatype solutions.
– Track customer health and progress clearly, identify warning signs early, and drive mitigation actions in partnership with internal teams as needed.
– Demonstrate strong product and domain expertise to guide best practices and avoid common issues (engaging Support and Services when appropriate), while staying focused on outcomes, value realization, and forward momentum—not on becoming a reactive Q&A channel.

**Scaled Engagement and Signal-Driven Execution**
– Work within a scaled engagement model, prioritizing actions based on telemetry, usage signals, customer intelligence, and lifecycle milestones.
– Use repeatable engagement methods to deliver a consistent, high-quality customer experience across your portfolio.
– Document key insights, actions, and outcomes to ensure continuity, clarity, and effective internal alignment.

**Retention & Growth Support**
– Partner effectively with Sales, Sales Engineering, Support, Product, and Services to engage the right expertise at the right time without unnecessary escalation churn.
– Be the customer voice by capturing and sharing patterns, feedback, and friction points that improve product experience and customer outcomes.
– This role is focused on post-sale customer success. Pricing, commercial discussions, and contract-related matters are handled by the appropriate Sales and contracting teams and are outside this role.

**Reflexive GenAI Usage as a Standard**
– Use GenAI as a thought partner to improve the quality, clarity, and strategic strength of your analysis, planning, and communication—while validating outputs and using good judgment.
– Apply GenAI to speed up high-impact 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 for responsible AI use and data handling.

**What Success Looks Like**
– Customers achieve value faster and show measurable adoption and outcomes.
– Engagement is proactive and structured, not dominated by reactive troubleshooting.
– Renewal confidence increases based on evidence of value, stakeholder alignment, and early risk mitigation.
– Expansion opportunities are identified consistently and shared with Sales with clear customer context.
– Customer advocacy and referenceability increase through identified champions, proof points, and coordinated customer storytelling.
– Execution is high-quality and repeatable, enabling scale across a larger portfolio.

**What We Are Looking For**
– You are a U.S. civilian.
– 4–6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or a similar customer-facing role supporting U.S. government customers.
– Experience working with civilian agencies, the DoD, or Intelligence Community customers.
– Ability to navigate complex stakeholder environments, including government personnel, contractors, and systems integrators.
– Technical aptitude and credibility across modern software development lifecycles (e.g., DevOps, CI/CD, artifact management, OSS governance/security).
– Strong customer-facing communication skills, including the ability to educate, influence, and lead structured discussions at tactical, operational, and strategic levels.
– Comfort working in a fast-paced environment that requires prioritization, focus, and consistent execution across a portfolio.
– Demonstrated ownership, a bias toward action, and the ability to manage multiple priorities with disciplined execution.

**Additional Preferences**
– Experience in FedRAMP, air-gapped, or other regulated environments.
– Experience supporting State, Local, and Education customers.
– Experience with software supply chain management.
– Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution, quality, and speed.

**Things We Are Proud Of**
– Recognized as a Visionary in Gartner® Magic Quadrant™ for Application Security Testing.
– 2025 AI Compliance Solution of the Year (AI Breakthrough Awards).
– 2025 DEVIES Award for our SBOM Manager for innovation and impact in developer technology.
– 2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report).
– Constellation AST Shortlist: Sonatype listed on the Constellation ShortList™ for Application Security Testing (2024).
– Data Breakthrough Awards: Sonatype named a 2024 winner in “Open Source Data Solution of the Year.”
– SD Times: Best in Show Security.
– Fast Company: Best Workplaces for Innovators (2024).
– The Herd: Top 100 Private Software Companies (2024).
– Diversity & Inclusion working groups.
– Parental leave policy.
– Paid Volunteer Time Off (VTO).

We may use artificial intelligence (AI) tools to assist parts of the hiring process—such as reviewing applications, analyzing resumes, or assessing responses—to identify potential inconsistencies or verification signals in application materials based on available information. These tools support our recruiting team but do not replace human judgment. Final hiring decisions are made by humans. If you want more information about how your data is processed, please contact us.