Job Description
- Work closely with Customer Success Engineers and Strategic Account Managers to help customers achieve their desired outcomes.
- Drive customer action by planning the customer journey, collecting achievements, and measuring the value achieved to ensure a successful outcome.
- Engage in one-to-one and one-to-many customer outreach to understand their implementation status, conduct Executive Business Reviews (EBRs), and define/detail how we can close customer success gaps.
- Discover and analyze gaps in the customer experience, identify "early warning" signals, and work with cross-functional teams to address them.
- Coordinate and facilitate customer engagements as you help guide them through the journey.
- Share field insights with your Customer Success peers and our Sales, Product Marketing, and Engineering teams. Provide feedback on how to achieve more value-based outcomes based on customer reactions and your hands-on experiences.
- Ensure customers are SUCCESSFUL and DELIGHTED with Sonatype products and services, not merely satisfied.
- 4+ years of experience in a Customer Success focused role
- Experience sharing quantitative and qualitative insights with customers on the value they have achieved with your solutions and the value they have yet to uncover
- Ability to uncover key drivers of success for your customers and help them define their desired outcomes
- Ability to work with customers to drive projects to a conclusion despite competing priorities and limited resources
- General understanding of the modern SDLC and the tools involved
- Experience with the creation/execution of processes to address application security and licensing is highly desirable
- Experience project-leading software deployments for external customers
- While there will be days of mostly screen time, this is a customer-facing role with some travel
- 2023 Fast Company Best Places for Innovators
- 2023 Leader in Forrester-Wave for Software Compensation Analysis
- 2023 Gartner's Magic Quadrant
- 2023 Software Report's Top 100 Software Companies
- 2023 BuiltIn Best Places to Work
- 2022 Frost & Sullivan Technology Innovation Leader Award
- 2022 PeerSpot Silver Peer Award in Software Composition Analysis
- 2022 Tech Ascension Best DevOps Security Solution Award
- 2022 NVCT Cyber Company of the Year
- Company Wellness Week - We shut down company operations for a week to enable all employees to spend time pursuing personal growth and enjoying much needed and deserved rest.
- Diversity & Inclusion Working Groups
- Parental Leave Policy
- Paid Volunteer Time Off (VTO)
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Date Posted
11/27/2023
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1
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