Customer Success Programs Manager

Sonatype is the software supply chain security company that provides end-to-end software supply chain security solutions. The Customer Success Programs Manager is responsible for driving operational rigor, managing high-impact customer programs, and ensuring consistent execution across a multi-region team.

Responsibilities:

• Partner with Customer Success leadership, along with Product, Sales, Marketing, and RevOps teams to support programs tied to expansion, renewal, and advocacy initiatives by ensuring timelines, tracking, and reporting are operationally sound
• Leveraging generative AI and AI agents to drive end-to-end execution of complex customer initiatives by aligning cross-functional teams, maintaining delivery momentum, proactively removing blockers, and serving as the operational bridge between Customer Success and the broader business
• Establish and track program-level KPIs in support of broader Customer Success performance goals
• Provide consistent visibility into the health and progress of customer programs for senior business stakeholders through structured reporting and dashboards
• Quickly translate complex customer and operational data into high quality, accurate, and clear insights for executive consumption, in collaboration with advanced AI tools
• Produce recurring and ad hoc reports to support forecasting, health monitoring, escalations, and executive decision-making
• Maintain strong data quality and reporting integrity across customer systems
• Prepare weekly executive communications, including risk identification, progress tracking, and executive-level summaries in concert with generative AI
• Coordinate internal communications related to customer programs, escalations, and priority initiatives
• Support executive preparation by developing presentations, summaries, and reporting

Requirements:

• 5+ years of experience in Customer Operations, Program Management, Revenue Operations, Strategy & Operations, Business Operations or consulting with direct execution ownership
• Demonstrated hands-on expertise with Salesforce reporting and data structures; Gainsight or equivalent Customer Success platforms, and business intelligence tools such as Looker
• Reflexive usage of generative AI along with the ability and demonstrated curiosity to create AI agents to ensure high quality deliverables, fast
• Advanced proficiency with Excel for modeling, analysis, and reporting
• Advanced proficiency with PowerPoint for executive-level presentations
• Strong project management, organizational, and communication skills
• Demonstrated ability to manage multiple complex workstreams independently
• Experience working directly with senior executives in a fast-paced environment
• Strong attention to detail with the ability to maintain rigor across high-volume programs
• Resides within in Eastern Standard Time and has the ability to travel to Fulton, MD