Customer Success Manager - US [IC2]

Summary

Sourcegraph provides code intelligence and developer tools that help engineering organizations understand, oversee, and evolve complex codebases. The Customer Success Manager will manage approximately 40 commercial and enterprise accounts through a scaled model, driving adoption, monitoring customer health, identifying risks and opportunities, and helping customers realize measurable value. The role will also partner with the Digital Program Manager to improve digital programs, develop repeatable customer success plays, and support renewals and expansion.

Responsibilities

• Build relationships with your CS teammates, Named AEs, Field Engineering counterparts, and Digital Program Manager
• Learn our product, value proposition, customers, internal processes, and Customer Success motion, including existing Digital Programs playbooks
• Understand your portfolio, including account history, product adoption, customer health, engagement levels, and renewal timing
• Shadow customer calls to understand how customers engage with Sourcegraph
• Begin taking ownership of your accounts and tiering
• Establish an initial segmentation and coverage approach for your broader portfolio
• Own regular customer engagement for your accounts, developing a strong understanding of their workflows, use cases, stakeholders, and business priorities
• Monitor health, adoption, telemetry, and engagement signals across your portfolio
• Establish a coverage strategy across accounts
• Partner with the Digital Program Manager to advance digital programs based on customer insights and engagement data
• Identify accounts requiring deeper engagement, enablement, or risk mitigation
• Independently lead standard product trainings and workflow discussions
• Partner with Named AEs on customer strategy, renewals, and expansion
• Execute CS plays and experiments that improve adoption, engagement, and retention
• Effectively manage your portfolio, applying the right level of engagement based on customer needs, health, adoption, and opportunity
• Use customer and product signals to identify trends, risks, and opportunities
• Build multithreaded relationships and expand adoption across teams, workflows, and use cases
• Partner with the Digital Program Manager to continuously improve the scaled CS motion
• Establish repeatable CS plays and best practices that improve customer engagement and outcomes
• Identify clear value narratives across your portfolio of accounts
• Serve as the voice of the customer internally across Sales, EPD, PMM, and Support

Skills

• 🌎 While we hire [almost anywhere](https://sourcegraph.notion.site/How-we-engage-talent-outside-of-the-US-218f7193695a46cbb1ef39ef9c1f72d4) in the world, we have a preference for someone in the United States
• * United States
• You're tech-curious, customer-oriented, and comfortable operating autonomously. You can manage a portfolio of approximately 40 accounts while making thoughtful decisions about where your direct engagement will have the greatest impact and where a scaled motion is more effective
• You're comfortable leading a scaled Customer Success motion. You use customer health, product adoption, telemetry, engagement, and business context to prioritize your time and determine the right level of engagement
• You're interested in developer tooling and how engineering teams work. You don't need to be an engineer, but you should be comfortable learning technical products, understanding developer workflows, and leading standard product trainings and workflow discussions
• You're analytical and commercially minded. You can identify risk, opportunity, and expansion potential from customer and product signals, and connect adoption to meaningful customer outcomes
• You're a strong partner and collaborator. You can work closely with a Digital Program Manager to turn customer insights into better scaled engagement, while independently owning customer strategy and execution for your accounts
• You're proactive, adaptable, and comfortable with ambiguity. You enjoy experimenting, learning from results, and building processes where they don't yet exist
• You're curious about AI-assisted development and how it's changing developer productivity, workflows, and how customers evaluate value
• * Customer-facing experience in Customer Success, account management, account coordination, technical support, solutions consulting, or a similar role; the title matters less than the experience
• * Experience managing a large or varied book of business
• * Experience managing multiple customers or accounts and making prioritization decisions based on customer needs and business impact
• * Experience with digital customer success motion, processes, or workflows
• * Prior experience in a technical SaaS environment
• * Demonstrated comfort presenting to customers or technical audiences
• * Background in developer tooling, observability, infrastructure, or adjacent technical products

Qualifications

Must Haves

• 🌎 While we hire [almost anywhere](https://sourcegraph.notion.site/How-we-engage-talent-outside-of-the-US-218f7193695a46cbb1ef39ef9c1f72d4) in the world, we have a preference for someone in the United States
• * United States
• You're tech-curious, customer-oriented, and comfortable operating autonomously. You can manage a portfolio of approximately 40 accounts while making thoughtful decisions about where your direct engagement will have the greatest impact and where a scaled motion is more effective
• You're comfortable leading a scaled Customer Success motion. You use customer health, product adoption, telemetry, engagement, and business context to prioritize your time and determine the right level of engagement
• You're interested in developer tooling and how engineering teams work. You don't need to be an engineer, but you should be comfortable learning technical products, understanding developer workflows, and leading standard product trainings and workflow discussions
• You're analytical and commercially minded. You can identify risk, opportunity, and expansion potential from customer and product signals, and connect adoption to meaningful customer outcomes
• You're a strong partner and collaborator. You can work closely with a Digital Program Manager to turn customer insights into better scaled engagement, while independently owning customer strategy and execution for your accounts
• You're proactive, adaptable, and comfortable with ambiguity. You enjoy experimenting, learning from results, and building processes where they don't yet exist
• You're curious about AI-assisted development and how it's changing developer productivity, workflows, and how customers evaluate value
• * Customer-facing experience in Customer Success, account management, account coordination, technical support, solutions consulting, or a similar role; the title matters less than the experience
• * Experience managing a large or varied book of business
• * Experience managing multiple customers or accounts and making prioritization decisions based on customer needs and business impact
• * Experience with digital customer success motion, processes, or workflows
• * Prior experience in a technical SaaS environment

Nice to Haves

• * Demonstrated comfort presenting to customers or technical audiences
• * Background in developer tooling, observability, infrastructure, or adjacent technical products

Benefits

• $24,160 USD commission
• Equity
• Remote