Customer Success Programs 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.

The Customer Success Programs Manager is a critical execution role within the global Customer Success organization. This position is responsible for driving operational rigor, managing high-impact customer programs, and ensuring consistent execution across a multi-region team. This role partners closely with leaders across Customer Success, Product, Marketing, Sales, and Revenue Operations to translate strategic priorities into structured, trackable, and measurable programs.

This role is designed for an experienced, highly independent operator who requires minimal oversight, brings exceptional attention to detail, and demonstrates strong technical and analytical capabilities, with a reflexive use of AI to deliver high-quality output, fast. The Customer Programs Manager serves as an execution partner to the Chief Customer Officer and provides operational and administrative support to ensure organizational alignment, execution velocity, and clear communication.

While this role is primarily remote, it will occasionally require working out of the Fulton, MD office.

Key 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
• Reside within commuting distance to Fulton, MD

Things that we are proud of:
• 2025 Visionary in Gartner® Magic Quadrant™ for Application Security Testing!
• 2025 AI Compliance Solution of the Year - AI Breakthrough Awards
• 2025 DEVIES Award to our SBOM Manager new product for its innovation and impact in developer technology
• 2024 Industry Leader in Forrester-Wave for Software Composition Analysis (2024 Q4 report)
• Constellation AST Shortlist: Sonatype has been listed on the Constellation ShortList™ for Application Security Testing for 2024
• Data Breakthrough Awards: Sonatype was announced as a 2024 winner in the "Open Source Data Solution of the Year"
• SD Times: Best in Show Security
• Fast Company Best Workplaces for Innovators 2024
• The Herd Top 100 Private Software Companies 2024
• Company Wellness Week - We shut down company operations for a week to enable all employees to spend time pursuing personal growth and enjoying much needed and deserved rest.
• Diversity & Inclusion Working Groups
• Parental Leave Policy
• Paid Volunteer Time Off (VTO)

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.