Federal Customer Success Manager - DevOps

Job Overview

Sonatype is privileged to work with customers who rely on us to improve the quality, security, and speed of their software development lifecycle.

The Federal Customer Success Manager (CSM) is the strategic post-sales advisor responsible for helping federal customers realize measurable value from their investment in Sonatype by driving adoption, retention, growth, and long-term customer advocacy.

Job Description

As a Federal Customer Success Manager (CSM), you will manage a portfolio primarily consisting of U. S.

government customers with select State, Local, and Education customers through a scaled engagement model, using customer health, product usage, and lifecycle milestones to prioritize proactive engagement.

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 Sonatype account team, including Sales, Product, Engineering, and Marketing teams.

This role is not intended to be reactive “shadow support.

” You will be expected to deliver proactive, outcomes-driven guidance, disciplined execution, and consistent customer leadership, while knowing when to pull in deeper subject-matter expertise as needed.

A defining expectation of this role is the use of GenAI as a regular part of your workflow.

Key Responsibilities

• The Federal Customer Success Manager (CSM) is the strategic post-sales advisor responsible for helping federal customers realize measurable value from their investment in Sonatype by driving adoption, retention, growth, and long-term customer advocacy.
• Federal agencies rely on Sonatype to secure and accelerate software delivery for mission-critical applications.
• As a Federal CSM, you'll work with organizations modernizing how the government builds software, helping technical teams adopt practices that improve security, developer productivity, and software supply chain resilience.
• As a Federal Customer Success Manager (CSM), you will manage a portfolio primarily consisting of U.S.
• This role is not intended to be reactive “shadow support.” You will be expected to deliver proactive, outcomes-driven guidance, disciplined execution, and consistent customer leadership, while knowing when to pull in deeper subject-matter expertise as needed.
• Customer Outcomes and Value Realization Lead structured customer motions to accelerate onboarding success, adoption, and time-to-value.
• Bring strong product and domain credibility to guide best practices and prevent pitfalls (engaging Support and Services appropriately) while staying focused on outcomes, value realization, and forward momentum rather than becoming a reactive Q&A channel.
• Use repeatable engagement approaches that deliver a consistent, high-quality customer experience across your portfolio.

Required Skills and Qualifications

• Use repeatable engagement approaches that deliver a consistent, high-quality customer experience across your portfolio.
• 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.
• What We Are Looking For You are a US civilian 4-6 years of experience in Federal Customer Success, Technical Account Management, Solutions Consulting, Support Engineering, or similar customer-facing roles in direct support of US government customers.
• Experience working with civilian agencies, DoD, or Intelligence Community customers Ability to navigate complex stakeholder environments including government employees, contractors, and systems integrators.
• Strong customer-facing communication skills with the ability to educate, influence, and lead structured conversations at tactical, operational, and strategic levels.
• Additional Prefences Experience working in FedRAMP, Air-Gapped, or regulated environments.
• Experience working with State, Local, and Education customers.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Sonatype is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.