[Remote] Senior Customer Success Manager - US East [IC3]
Note: The job is a remote job and is open to candidates in USA. Sourcegraph is a leading code intelligence platform that empowers developers and teams to navigate complex codebases efficiently. They are seeking a Senior Customer Success Manager to manage enterprise accounts, drive product adoption, and ensure customer satisfaction through strategic engagements and effective relationship management.
Responsibilities
- Manage a book of 15-20 enterprise accounts, helping developers get real, measurable value out of our products
- Own the post-sales relationship end to end, driving adoption, surfacing risk, and getting customers healthy for renewal and expansion
- Analyze telemetry and adoption patterns, leading enablement sessions, driving strategic customer conversations, and partnering closely with Named AEs and Field Engineers to expand customer value over time
- 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
- Own regular customer cadences, developing a strong understanding of customer workflows, use cases, and business priorities
- Build value narratives and monitor adoption health signals across your book of business
- Identify customers requiring additional enablement, executive alignment, or risk mitigation, and prioritize accordingly
- Independently lead product trainings, workflow discussions, and enablement sessions without relying on Field Engineering for standard engagements
- Partner with Named AEs on renewals, expansion opportunities, and strategic account planning
- Begin identifying opportunities to expand adoption across additional teams, workflows, and use cases through multithreading and deeper stakeholder engagement
- Lead strategic conversations with technical and executive stakeholders, helping customers connect Sourcegraph adoption, AI-assisted workflows, and broader platform usage to measurable engineering and business outcomes
- Drive broader adoption across your accounts, increasing usage of Deep Search, MCP, and consumption-based capabilities
- Serve as the voice of your customers internally, partnering with EPD, PMM, Support, and Sales to influence product direction and customer strategy
- Build strong multithreaded relationships across engineering, platform, security, and executive stakeholders within your accounts
- Run internal business reviews and customer-facing QBRs with clear value narratives, measurable outcomes, and documented KPIs
- Participate in onsite engagements and strategic customer discussions
Skills
- 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
- Strong communication, prioritization, and stakeholder management skills
- 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
Benefits
- 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.
- Sourcegraph participates in E-Verify for U.S. Employees.
Company Overview