SourcegraphRemote
Customer Success Manager - US [IC2]
United States of America
Full Time
1 week ago
$121,000 USD
No H1B
Key skills
Customer-facing experienceTechnical SaaS environment experienceDeveloper toolingInfrastructureTechnical product knowledgeSelf-directedCoachabilityAISaaSCustomer SuccessAccount ManagementSales
About this role
Sourcegraph is a leading code intelligence platform that empowers developers to navigate complex codebases efficiently. The Customer Success Manager will manage a portfolio of enterprise and commercial accounts, focusing on driving product adoption and ensuring customer satisfaction to facilitate renewals and expansions.
Responsibilities:
- Manage a book of 20-30 enterprise and commercial accounts
- Help 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
- 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 cadences with your customers, understanding their use cases, building value maps, and tracking adoption health scores
- Identify which customers need more support, which are trending toward risk, and prioritize accordingly
- Start leading product trainings and basic demos independently, without relying on Field Engineering for standard engagements
- Partner with Named AEs on accounts nearing renewal or showing expansion signals
- Drive adoption across your book, getting customers to actively use Deep Search, MCP, and consumption-based features
- Proactively surface risk and opportunity: which customers haven't signed the AI addendum, who needs to move to cloud, where MAU is low relative to licensed seats
- Run internal business reviews and customer-facing QBRs with documented KPIs
- Serve as the voice of your customers internally, sharing feedback with EPD, PMM, and Support to influence product direction
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