Customer Success Program Manager

Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining the only proactive protection against malicious open source, the only enterprise grade SBOM management and the leading open source dependency management platform. This empowers enterprises to create and maintain secure, quality, and innovative software at scale.

As founders of Nexus Repository and stewards of Maven Central, the world’s largest repository of Java open-source software, we are software pioneers and our open source expertise is unmatched. We empower innovation with an unparalleled commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive powerful software development.

More than 2,000 organizations, including 70% of the Fortune 100 and 15 million software developers, rely on Sonatype to optimize their software supply chains.

Our users are software developers, security officers, and DevOps managers. We offer them subscriptions to valuable software that works. As long as our customers value their investment, they will continue to renew and expand their deployments.

Fortunately, our customers trust Sonatype and value their investments. This is proven by our 90%+ renewal rate -- one of the highest renewal rates in the software subscription business. But we choose not to rest on our laurels. If our customers are not optimized, adequately deployed, or have compromised rollouts due to their lack of time, technical know-how/resources, or understanding of best practices - it will inhibit our mutual ability to achieve success. That is why at Sonatype, Customer Success is more than a catchy phrase; it has been in our DNA from the beginning.

As a Program Manager within our Customer Success organization, you’ll play a pivotal role in driving critical initiatives to successful outcomes. Your ability to collaborate across teams, analyze trends, and track initiatives will be essential.

What our Program Manager will do:
• Working closely with Customer Success leadership to propel strategic business initiatives forward and drive continuous team improvements.
• Coordinating and facilitating internal engagements, ensuring alignment across teams.
• Identifying, developing, and driving process optimizations that enhance team efficiency.
• Engaging cross-functionally with Product, Sales, Marketing, and Support, serving as a representative of Customer Success.
• Maintaining transparency by reporting on the health and progress of all initiatives.
• Keeping critical business stakeholders informed about milestones, challenges, and successes.
• Proactively communicating timely, constructive updates on initiative health and progress.

Experiences and Skills that we are looking for:
• 5+ years of experience with project management-related roles and responsibilities.
• Strong verbal and written communication skills are essential.
• Skilled in data analysis, allowing you to make informed decisions and drive impactful outcomes.
• Ability to thrive in collaborative environments and can work effectively with diverse teams.
• Demonstrate an organized approach to handling complex initiatives.
• Experience coordinating and facilitating engagements will be valuable.
• Familiarity with modern software development life cycles and the tooling used by development organizations to build applications is beneficial.
• Bachelor's degree

Things that We are Proud of:
• 2023 Fast Company Best Places for Innovators
• 2023 Leader in Forrester-Wave for Software Compensation Analysis
• 2023 Gartner's Magic Quadrant
• 2023 Software Report's Top 100 Software Companies
• 2023 BuiltIn Best Places to Work
• 2022 Frost & Sullivan Technology Innovation Leader Award
• 2022 PeerSpot Silver Peer Award in Software Composition Analysis
• 2022 Tech Ascension Best DevOps Security Solution Award
• 2022 NVCT Cyber Company of the Year
• Company Wellness Week—We shut down company operations for a week to enable all employees to pursue personal growth and enjoy much-needed and deserved rest.
• Diversity & Inclusion Working Groups
• Parental Leave Policy
• Paid Volunteer Time Off (VTO)

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At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.