Senior Customer Success Manager - US East [IC3]
Manage 15-20 enterprise accounts at Sourcegraph, driving adoption, renewals, and expansion through strategic customer engagement and enablement. Requires technical SaaS experience and strong stakeholder management skills.
Responsibilities
- Manage a book of 15-20 enterprise accounts, owning the post-sales relationship end-to-end
- Drive adoption, surface risk, and position customers for renewal and expansion
- Analyze telemetry and adoption patterns to monitor account health
- Lead enablement sessions, product trainings, and workflow discussions independently
- Partner with Named AEs and Field Engineers on renewals, expansions, and strategic account planning
- Build multithreaded relationships across engineering, platform, security, and executive stakeholders
- Run internal business reviews and customer-facing QBRs with clear value narratives and KPIs
- Participate in onsite engagements and strategic customer discussions
- Serve as the voice of customers internally, influencing product direction with EPD, PMM, Support, and Sales
Requirements
- Customer-facing experience (CSM, account management, technical support, solutions consulting, or similar)
- Prior experience in a technical SaaS environment
- Demonstrated comfort presenting to customers or technical audiences
- Strong communication, prioritization, and stakeholder management skills
- Tech-curious with genuine interest in developer tooling and engineering workflows
- Analytical and commercially minded; able to interpret telemetry and adoption signals
- Comfortable engaging with developers, engineering leadership, and executive stakeholders
- Coachable with a continuous improvement mindset
Nice to Have
- Background in developer tooling, observability, infrastructure, or adjacent technical products
- Experience managing a large, varied book of business
- CS, engineering, or technical undergraduate background
- Curiosity about AI-assisted workflows and developer productivity tools
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