Customer Success Manager - US [IC2]

Hours & location

🌎 While we hire almost anywhere in the world, we have a preference for someone in the United States. 

Preferred locations:

• United States

Why this job is exciting

You'll join a small, high-performing Customer Success team at an important point in Sourcegraph's growth. As a CSM, you'll manage approximately 40 commercial and enterprise accounts through a scaled model. 

You'll build relationships, drive adoption, identify risk and opportunity, and help customers realize measurable value from Sourcegraph. Across your portfolio, you'll use customer health, product telemetry, and engagement signals to prioritize where human intervention will have the greatest impact.

You'll partner closely with our Digital Program Manager, who builds and manages the digital programs, content, and automation supporting the scaled segment. This role complements Digital Programs by converting scalable engagement into accountable customer ownership, ensuring customers realize value, risks are proactively managed, and growth opportunities are identified.

This role also offers the opportunity to help shape our scaled CS motion by testing engagement strategies, building repeatable plays, and defining how digital and human engagement work together effectively.

📅 Within one month, you will…

• Build relationships with your CS teammates, Named AEs, Field Engineering counterparts, and Digital Program Manager
• Learn our product, value proposition, customers, internal processes, and Customer Success motion, including existing Digital Programs playbooks 
• Understand your portfolio, including account history, product adoption, customer health, engagement levels, and renewal timing
• Shadow customer calls to understand how customers engage with Sourcegraph
• Begin taking ownership of your accounts and tiering 
• Establish an initial segmentation and coverage approach for your broader portfolio

📅 Within three months, you will…

• Own regular customer engagement for your accounts, developing a strong understanding of their workflows, use cases, stakeholders, and business priorities
• Monitor health, adoption, telemetry, and engagement signals across your portfolio
• Establish a coverage strategy across accounts 
• Partner with the Digital Program Manager to advance digital programs based on customer insights and engagement data
• Identify accounts requiring deeper engagement, enablement, or risk mitigation
• Independently lead standard product trainings and workflow discussions
• Partner with Named AEs on customer strategy, renewals, and expansion
• Execute CS plays and experiments that improve adoption, engagement, and retention

📅 Within six months, you will…

• Effectively manage your portfolio, applying the right level of engagement based on customer needs, health, adoption, and opportunity
• Use customer and product signals to identify trends, risks, and opportunities
• Build multithreaded relationships and expand adoption across teams, workflows, and use cases
• Partner with the Digital Program Manager to continuously improve the scaled CS motion
• Establish repeatable CS plays and best practices that improve customer engagement and outcomes
• Identify clear value narratives across your portfolio of accounts 
• Serve as the voice of the customer internally across Sales, EPD, PMM, and Support

About you 

You're tech-curious, customer-oriented, and comfortable operating autonomously. You can manage a portfolio of approximately 40 accounts while making thoughtful decisions about where your direct engagement will have the greatest impact and where a scaled motion is more effective.

You're comfortable leading a scaled Customer Success motion. You use customer health, product adoption, telemetry, engagement, and business context to prioritize your time and determine the right level of engagement.

You're interested in developer tooling and how engineering teams work. You don't need to be an engineer, but you should be comfortable learning technical products, understanding developer workflows, and leading standard product trainings and workflow discussions.

You're analytical and commercially minded. You can identify risk, opportunity, and expansion potential from customer and product signals, and connect adoption to meaningful customer outcomes.

You're a strong partner and collaborator. You can work closely with a Digital Program Manager to turn customer insights into better scaled engagement, while independently owning customer strategy and execution for your accounts.

You're proactive, adaptable, and comfortable with ambiguity. You enjoy experimenting, learning from results, and building processes where they don't yet exist.

You're curious about AI-assisted development and how it's changing developer productivity, workflows, and how customers evaluate value.

Required:

• Customer-facing experience in Customer Success, account management, account coordination, technical support, solutions consulting, or a similar role; the title matters less than the experience
• Experience managing a large or varied book of business
• Experience managing multiple customers or accounts and making prioritization decisions based on customer needs and business impact
• Experience with digital customer success motion, processes, or workflows
• Prior experience in a technical SaaS environment

Nice to have:

• Demonstrated comfort presenting to customers or technical audiences
• Background in developer tooling, observability, infrastructure, or adjacent technical products

Level

📊 This job is an IC2.  You can read more about our job leveling philosophy in our Handbook.

Compensation

💸 We pay you an above-average salary because we want to hire the best people who are fully focused on helping Sourcegraph succeed, not worried about paying bills. As an open and transparent company that values competitive compensation, our compensation ranges are visible to every single Sourcegraph teammate.

Your salary is determined by your pay band for the IC2 job level. For determining pay bands, we use a number of market and data-driven salary sources, along with your location zone, and target the high-end of the range to ensure we’re always paying above market regardless of where you live in the world. Both U.S. and international locations are divided into one of four zones, determined by the cost of labor index for each area. The salary for a successful candidate will be based on level, job-related skills, experience, qualifications, and location zone. Please note that the salaries below may be adjusted in the future.

💰 The compensation for this role is $96,640 USD base + $24,160 USD commission for a total OTE of $120,800 USD.

📈 In addition to our cash compensation, we offer equity (because when we succeed as a company, we want you to succeed, too) and generous perks & benefits.

Interview process 

Below is the interview process you can expect for this role (you can read more about the types of interviews in our Handbook). It may look like a lot of steps, but rest assured that we move quickly and the steps are designed to help you get the information needed to determine if we’re the right fit for you… Interviewing is a two-way street, after all! 

We expect the interview process to take 4 hours in total. 

👋 Introduction Stage - we have initial conversations to get to know you better…

• [30m] Recruiter Screen
• [45m] Hiring Manager Screen / Resume Deep Dive 

🧑‍💻 Team Interview Stage - we then delve into your experience in more depth and introduce you to members of the team, including cross-functional partners…

• [60m] Peer with Digital Program Lead
• [60m] Working Session with Hiring Manager + Named AE + Digital Program Lead

🎉 Final Interview Stage - we move you to our final round, where you gain a better understanding of our business and values holistically…

• [30m] Values
• [15m] Leadership with CRO
• We check references and conduct your background check

Please note - you are welcome to request additional conversations with anyone you would like to meet, but didn’t get to meet during the interview process.