联邦客户成功经理 - DevOps
Federal Customer Success Manager - DevOps
Sonatype 有幸与那些依赖我们提升软件开发生命周期质量、安全性和速度的客户合作。联邦客户成功经理（CSM）是一个战略性的售后顾问角色，负责帮助联邦客户通过推动采用、留存、增长和长期客户倡导，从其在 Sonatype 的投资中实现可衡量的价值。
联邦机构依赖 Sonatype 来保障并加速关键任务应用的软件交付。作为联邦 CSM，您将与正在现代化政府软件构建方式的组织合作，帮助技术团队采用能提升安全性、开发者生产力和软件供应链弹性的实践。
作为联邦客户成功经理（CSM），您将管理一个主要由美国政府客户组成的组合，通过一种扩展的参与模式，涵盖部分州、地方和教育客户，使用客户健康状况、产品使用情况和生命周期里程碑来优先进行主动参与。
您的目标是加快价值实现时间，推动采用和可衡量的结果，提高续约信心，并与更广泛的 Sonatype 客户团队（包括销售、产品、工程和市场团队）合作，发现增长机会。
此职位并非被动的“影子支持”。您需要提供主动的、以成果为导向的指导，有纪律地执行，并保持一致的客户领导力，同时在需要时知道何时引入更深入的专业知识。
该职位的一个明确要求是将 GenAI 作为日常工作流程的一部分。您需要使用 GenAI 工具作为思维伙伴，以提高分析、规划和沟通的质量、清晰度和战略严谨性，同时验证输出并运用合理的判断。
客户成果与价值实现
领导结构化的客户行动，加快上手成功、采用和价值实现时间。
帮助客户将 Sonatype 的能力与其期望的成果和成功标准联系起来，将意图转化为明确的下一步和可衡量的进展。
提供关于最佳实践、常见陷阱和实际步骤的主动指导，以提高客户使用 Sonatype 解决方案的成功率。
保持对客户健康状况和进展的清晰了解，及早识别风险信号，并在需要时与内部团队合作推动缓解措施。
带来强大的产品和领域知识
查看英文原文
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 Prefences
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.
Things We Are Proud Of
5 Visionary in Gartner® Magic Quadrant™ for Application Security Testing!
2025 AI Compliance Solution of the Year - AI Breakthrough Awards
2025 DEVIES Award to our SBOM Manager for a new product for its innovation and impact in developer technology
2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report)
Constellation AST Shortlist: Sonatype has been listed on the Constellation ShortList™ for Application Security Testing for 2024
Data Breakthrough Awards: Sonatype was announced as a 2024 winner in the "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)
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