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# Customer Success Manager – DevOps

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[Apply for this job](#job-application)[View company](https://jobicy.com/company/sonatype.md)Share27 Aug 2026Published27Listing views1Application actions26 Sep 2026Apply before  Opportunity details

## About this role.

AI SummarySonatype is hiring a UK-remote Customer Success Manager to manage a portfolio of B2B SaaS customers using a proactive, scaled engagement model. The role focuses on accelerating onboarding, adoption, value realization, renewal confidence, and identification of expansion signals for software supply chain security products. Success requires technical credibility in DevOps, CI/CD, artifact management, open-source governance, and security, alongside strong customer leadership and cross-functional coordination. The CSM will use telemetry and lifecycle signals to prioritize work and is expected to use GenAI responsibly to improve planning, communication, and operational execution.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

4/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThis is a technically informed, portfolio-based CSM role that requires translating DevOps and software supply-chain security capabilities into measurable customer outcomes. The role demands proactive prioritization, risk management, and coordination across Sales, Support, Product, and Services without becoming reactive support.

## Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianHighly competitive$132,500US market range$115k–$150k0$165k

AI insightNo actual compensation is disclosed in the posting. The figures are estimated US-market annual base-salary benchmarks in USD for a mid-to-senior technical Customer Success Manager supporting DevOps and software security SaaS customers; actual UK compensation may differ by location, level, variable pay, and benefits.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[DevOps](https://jobicy.com/jobs?search_keywords=DevOps.md)[CI/CD](https://jobicy.com/jobs?search_keywords=CICD.md)[Software Supply Chain Security](https://jobicy.com/jobs?search_keywords=Software%20Supply%20Chain%20Security.md)[Customer Adoption](https://jobicy.com/jobs?search_keywords=Customer%20Adoption.md)[Renewal Management](https://jobicy.com/jobs?search_keywords=Renewal%20Management.md)[Customer Health](https://jobicy.com/jobs?search_keywords=Customer%20Health.md)[Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder%20Management.md)[Generative AI](https://jobicy.com/jobs?search_keywords=Generative%20AI.md)

Sample interview questionsHow would you prioritize outreach across a large customer portfolio?I would combine lifecycle stage, product telemetry, usage trends, renewal timing, support activity, stakeholder engagement, and known business objectives into a health-based prioritization model. I would focus first on customers with value-realization risk or time-sensitive milestones, then run repeatable scaled plays for common adoption needs.

How would you explain Sonatype’s value to a technical and business stakeholder group?

I would tailor the discussion to each audience while connecting both to shared outcomes. For technical teams, I would focus on secure dependency management, governance, and developer workflow efficiency; for business stakeholders, I would translate those capabilities into reduced software supply-chain risk, faster delivery, and evidence of measurable adoption.

Describe your approach to identifying and mitigating a renewal risk.

I would identify the underlying risk signal, validate it through customer conversations and internal data, and create a documented mitigation plan with owners, milestones, and success measures. I would align the appropriate internal teams early, keep stakeholders informed of progress, and ensure the customer can clearly see the value achieved before renewal discussions.

When would you involve Support, Services, or Sales in a customer engagement?

I would remain accountable for the customer outcome while engaging specialists when the issue requires deeper technical troubleshooting, implementation expertise, or commercial ownership. I would provide concise context, desired outcomes, and customer history so the handoff is efficient and avoids unnecessary escalation churn.

How do you use GenAI responsibly in customer success work?

I use GenAI to accelerate preparation, summarize account signals, draft success-plan materials, and improve follow-up clarity. I validate outputs against trusted customer and product information, protect sensitive data according to policy, and apply human judgment before sharing recommendations or communications.

Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining the only proactive protection against malicious open source, the only enterprise grade SBOM management and the leading open source dependency management platform. This empowers enterprises to create and maintain secure, quality, and innovative software at scale.

As founders of Nexus Repository and stewards of Maven Central, the world’s largest repository of Java open-source software, we are software pioneers and our open source expertise is unmatched. We empower innovation with an unparalleled commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive powerful software development.

More than 2,000 organizations, including 70% of the Fortune 100 and 15 million software developers, rely on Sonatype to optimize their software supply chains.

Sonatype is privileged to work with customers who rely on us to improve the quality, security, and speed of their software development lifecycle. Customer Success at Sonatype is outcomes-driven, technically credible, and growth-oriented.

As a Customer Success Manager, you will engage a portfolio of customers through a scaled engagement model, using structured lifecycle motions and data signals to prioritize the right outreach at the right time. 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 account team.

This role is not intended to be reactive “shadow support.” You will be expected to deliver proactive, outcomes-driven guidance—knowing when to pull in deeper subject-matter expertise—while maintaining disciplined execution and consistent customer leadership.

A defining expectation of this role is the use of GenAI reflexively. 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, while engaging Support and Services appropriately—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.
* Execute repeatable plays and engagement patterns that increase consistency and impact across a portfolio.
* Document key insights, actions, and outcomes to ensure continuity, clarity, and effective internal coordination.

### Retention & Growth Support

* Increase renewal confidence by ensuring customers are realizing value, stakeholders are aligned, and risks are surfaced early with mitigation plans in motion.
* Surface expansion signals and surface Customer Success Qualified Leads (CSQLs) in partnership with the broader account team.
* Support opportunity progression by providing customer context, value hypotheses, and stakeholder insights that help move growth motions forward.

### Cross-Function Collaboration

* 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 reflexively 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 faster 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 signals and CSQLs are consistently surfaced and shared with a credible 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

* Experience in Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in B2B SaaS.
* 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.
* Comfort operating in an 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.
* Strong GenAI fluency and a demonstrated habit of using AI tools to improve execution quality and speed.

### Things That We Are Proud Of

Guys, I have updated the list of Things we’re proud of section for our postings:

* 2026 Gartner® Magic Quadrant™ Leader for Software Supply Chain Security
* 2026 Celebrating 15 Years of Sonatype Research Labs – Industry-leading software supply chain and open source security research
* 2026 Founding Member of the Linux Foundation Initiative for Open Source Sustainability
* 2026 State of the Software Supply Chain® Report – Continuing industry leadership in software supply chain security and AI security research
* 2025 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)

### Compensation

### Additional Information

#LI-AL1

At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.

Show more

[Apply now >](https://jobicy.com/jobs/151830-customer-success-manager-devops.md)

>  Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md)

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