Customer Success Manager - US [IC2]

Sourcegraph is a leading code intelligence platform that is transforming how software is built. The Customer Success Manager will manage a portfolio of enterprise accounts, ensuring customers derive value from the product and driving adoption and renewal efforts.

Responsibilities:

• Manage a book of 20-30 enterprise and commercial accounts
• Helping developers get real, measurable value out of our products
• Own the post-sales relationship end to end
• Drive adoption
• Surface risk
• Get customers healthy for renewal and expansion
• Shadow customer calls to understand how our enterprise and commercial customers use Sourcegraph
• Own regular cadences with your customers
• Understanding their use cases
• Building value maps
• Tracking adoption health scores
• Identify which customers need more support
• Start leading product trainings and basic demos independently
• Partner with Named AEs on accounts nearing renewal or showing expansion signals
• Drive adoption across your book
• Proactively surface risk and opportunity
• Run internal business reviews and customer-facing QBRs with documented KPIs
• Serve as the voice of your customers internally

Requirements:

• 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
• 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