Senior Customer Success Manager - US East [IC3]

About the role

You'll play a meaningful role on a small, high-performing Customer Success team at a pivotal moment. As a CSM at Sourcegraph, you'll manage a book of 15-20 enterprise accounts, helping developers get real, measurable value out of our products. You'll own the post-sales relationship end to end, driving adoption, surfacing risk, and getting customers healthy for renewal and expansion.

Responsibilities

• Build relationships with your team, Named AEs, and Field Engineering counterparts
• Learn our product, value proposition, customers, and internal processes
• Shadow customer calls to understand how our enterprise and commercial customers use Sourcegraph
• Become the primary point of contact for your accounts
• Own regular customer cadences, developing a strong understanding of customer workflows, use cases, and business priorities
• Identify customers requiring additional enablement, executive alignment, or risk mitigation, and prioritize accordingly
• Independently lead product trainings, workflow discussions, and enablement sessions without relying on Field Engineering for standard engagements
• Partner with Named AEs on renewals, expansion opportunities, and strategic account planning
• Identify opportunities to expand adoption across additional teams, workflows, and use cases through multithreading and deeper stakeholder engagement
• Lead strategic conversations with technical and executive stakeholders, helping customers connect Sourcegraph adoption, AI-assisted workflows, and broader platform usage to measurable engineering and business outcomes
• Drive broader adoption across your accounts, increasing usage of Deep Search, MCP, and consumption-based capabilities
• Serve as the voice of your customers internally, partnering with EPD, PMM, Support, and Sales to influence product direction and customer strategy
• Run internal business reviews and customer-facing QBRs with clear value narratives, measurable outcomes, and documented KPIs
• Participate in onsite engagements and strategic customer discussions

Requirements

You're tech-curious, customer-oriented, and comfortable operating with a high degree of autonomy. You can manage a book of 15-20 accounts, assess customer signals and business context, prioritize effectively, and independently determine where to focus your time and attention. You are genuinely interested in developer tooling and the problems engineering teams are trying to solve. You don’t need to write production code, but you should understand developer workflows, how technical teams evaluate tooling, and how to guide customers toward meaningful adoption and value realization. Leading product trainings, workflow discussions, and enablement sessions without relying on a Field Engineer for standard engagements should feel comfortable, not intimidating. You are analytical, commercially minded, and communicate effectively across audiences. You can interpret telemetry, adoption patterns, and customer health signals to identify risks, opportunities, and expansion potential. You’re comfortable engaging with developers, engineering leadership, and executive stakeholders, and can lead value-driven conversations that connect platform adoption to measurable engineering and business outcomes. You know how to build momentum within complex accounts by multithreading relationships, identifying new use cases, and aligning customer goals to broader platform strategy. You’re proactive, adaptable, and comfortable operating in ambiguity. You are curious about AI-assisted workflows and how they are changing developer productivity and customer expectations. You’ve explored AI tools beyond passive usage through workflows, experimentation, automation, or solving real operational problems, and you have perspectives on how AI may change how customers evaluate value over time. You are coachable and continuously improving. You absorb feedback quickly, refine your approach, and continue growing your ability to lead strategic customer conversations and executive engagements.

Qualifications

• Customer-facing experience (CSM, account management, account coordination, 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

Skills

• Technical acumen
• Customer relationship management
• Product knowledge
• Strategic thinking
• Communication and presentation skills
• Telemetry analysis
• Business context interpretation
• Stakeholder management

Benefits

Sourcegraph is an equal opportunity workplace; we welcome people from all backgrounds. Sourcegraph participates in E-Verify for U.S. Employees.

Pay

The compensation for this role is based on the IC3 pay band for your zone. The IC3 pay band for each zone is listed below:

• Zone 1: $154,720 USD base + $38,680 USD commission for a total OTE of $193,400 USD
• Zone 2: $123,776 USD base + $30,944 USD commission for a total OTE of $154,720 USD

Schedule

Hours & location 🌎 While we hire almost anywhere in the world, we have a preference for someone in the United States (EST).