Customer Success Manager - US [IC2]

🌎 While we hire almost anywhere in the world, we have a preference for someone in the United States for this role. Working hours must overlap with PT/MT for at least 20 hours/week. Central, Mountain, and Pacific time zones are ideal.

Preferred locations:

• United States

You'll play a meaningful role on a small, high-performing Customer Success team at a pivotal moment. As a CSM at Sourcegraph, you'll manage a book of 20-30 enterprise and commercial accounts, helping developers get real, measurable value out of our products. You'll own the post-sales relationship end to end, driving adoption, surfacing risk, and getting customers healthy for renewal and expansion.

This isn't a passive relationship management role. You'll be in the product, digging into health scores and telemetry, running 1:1 trainings, leading business reviews, and working alongside Named AEs and Field Engineers to move customers forward. Sourcegraph is also at an exciting inflection point as we shift from a seats-based model to consumption, which makes the CSM's impact more tangible than ever.

📅 Within one month, you will…

• Build relationships with your team, Named AEs, and Field Engineering counterparts
• Learn our product, value proposition, customers, and internal processes
• Shadow customer calls to understand how our enterprise and commercial customers use Sourcegraph
• Begin taking over your first accounts and establishing yourself as a trusted point of contact

📅 Within three months, you will…

• Own regular cadences with your customers, understanding their use cases, building value maps, and tracking adoption health scores
• Identify which customers need more support, which are trending toward risk, and prioritize accordingly
• Start leading product trainings and basic demos independently, without relying on Field Engineering for standard engagements
• Partner with Named AEs on accounts nearing renewal or showing expansion signals

📅 Within six months, you will…

• Drive adoption across your book, getting customers to actively use Deep Search, MCP, and consumption-based features
• Proactively surface risk and opportunity: which customers haven't signed the AI addendum, who needs to move to cloud, where MAU is low relative to licensed seats
• Run internal business reviews and customer-facing QBRs with documented KPIs
• Serve as the voice of your customers internally, sharing feedback with EPD, PMM, and Support to influence product direction

You're tech-curious, customer-oriented, and comfortable operating with a lot of autonomy. You don't need someone to build your week for you. You can look at a book of 20-30 accounts, assess the data, identify what needs your attention, and go.

You are genuinely interested in developer tooling and the problems developers face. You don't need to write code, but you need to care about what developers care about, get into Sourcegraph, and guide customers confidently on best practices. Leading a group training without backup from a Field Engineer should feel comfortable, not intimidating.

You are analytical and communicate well across audiences. You can pull up product telemetry, read health scores, spot patterns in usage data, and build a story around what it all means for a customer's renewal. Then you can present that story to a room of developers or an exec and hold the room either way.

You are proactive and self-directed. There's real gray space in how you structure your time here. You can look at a book of 20-30 accounts, decide what needs your attention, and build your own week without being told. You've also built something with AI, not just used it passively. Some sort of workflow, a real problem solved. You have opinions on the tools out there and stay curious about where things are heading.

You are coachable. If you haven't done a lot of demos before, that's okay as long as you can take feedback, incorporate it quickly, and command a room when it counts.

Required:

• Customer-facing experience (CSM, account management, account coordination, technical support, solutions consulting, or similar; the title matters less than the experience)
• Prior experience in a technical SaaS environment
• Demonstrated comfort presenting to customers or technical audiences

Nice to have:

• Background in developer tooling, observability, infrastructure, or adjacent technical products
• Experience working with a large, varied book of business
• CS, engineering, or technical undergraduate background

📊 This job is an IC2.  You can read more about our job leveling philosophy in our Handbook.

💸 We pay you an above-average salary because we want to hire the best people who are fully focused on helping Sourcegraph succeed, not worried about paying bills. As an open and transparent company that values competitive compensation, our compensation ranges are visible to every single Sourcegraph teammate.

Your salary is determined by your pay band for the IC2 job level. For determining pay bands, we use a number of market and data-driven salary sources, along with your location zone, and target the high-end of the range to ensure we’re always paying above market regardless of where you live in the world. Both U.S. and international locations are divided into one of four zones, determined by the cost of labor index for each area. The salary for a successful candidate will be based on level, job-related skills, experience, qualifications, and location zone. Please note that the salaries below may be adjusted in the future.

💰 The compensation for this role is $96,640 USD base + $24,160 USD commission for a total OTE of $120,800 USD.

📈 In addition to our cash compensation, we offer equity (because when we succeed as a company, we want you to succeed, too) and generous perks & benefits.

Below is the interview process you can expect for this role (you can read more about the types of interviews in our Handbook). It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all! 

We expect the interview process to take 4 hours in total. 

👋 Introduction Stage - we have initial conversations to get to know you better…

• [30m] Recruiter Screen
• [45m] Hiring Manager Screen / Resume Deep Dive 

🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…

• [60m] Cross-functional team collaboration / Peer with CSM + AE
• [60m] Working Session with Hiring Manager + CSM + Named AE

🎉 Final Interview Stage - we move you to our final round, where you gain a better understanding of our business and values holistically…

• [30m] Values
• [15m] Leadership with CRO
• We check references and conduct your background check

Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.