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)
Skills Required
- 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 supporting 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)
- Regular use of GenAI tools as a thought partner in analysis, planning, and communication
- Strong customer-facing communication skills to educate, influence, and lead tactical, operational, and strategic conversations
- Comfort operating in a fast-paced environment with strong prioritization and disciplined execution across a portfolio
- Demonstrated ownership, bias for action, and ability to manage multiple priorities
- Experience with FedRAMP, air-gapped, or regulated environments
- Experience working with State, Local, and Education customers
- Experience with software supply chain management
- Strong GenAI fluency and demonstrated habit of using AI tools to improve execution
What We Do
The Sonatype journey started almost 15 years ago, just as the concept of “open source” software development was gaining steam. From our humble beginning as core contributors to Apache Maven, to supporting the world’s largest repository of open source components (Central), to distributing the world's most popular repository manager (Nexus), we’ve played a meaningful role in helping the world embrace the power of open innovation. We empower developers and security professionals with intelligent tools to innovate more securely at scale. Our platform addresses every element of an organization’s entire software development life cycle, including third-party open source code, first-party source code, and containerized code. Sonatype identifies critical security vulnerabilities and code quality issues and reports results directly to developers when they can most effectively fix them. This helps organizations develop consistently high-quality, secure software which fully meets their business needs and those of their end-customers and partners. More than 2,000 organizations, including 70% of the Fortune 100, and 15 million software developers rely on our tools and guidance to help them deliver and maintain exceptional and secure software.
Why Work With Us
We're on a mission to change how the world innovates by making software development easier. Already used by 15 million developers, we have lofty goals for our technology to be in the hands of every engineering team. And, we need you to do that. Join us!
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