Vice President, Customer Success Engineering

tomer Success organization, serving our high-touch customer base.

You will balance expansion with unwavering retention (GRR ≥ 90%) while elevating the craft, impact, and career paths of our technical CS talent. This role serves as the voice of the customer within Sonatype, shaping company strategy to meet evolving needs.

What You'll Do:

• Build the Engine: You will build a world-class talent engine, attracting and developing top CS talent globally with clear role charters and career paths.

• Drive Value: Establish scalable frameworks for onboarding, adoption, and value realization across enterprise, commercial, and public sector segments. You will standardize QBRs with executive-ready narratives tied to business outcomes.

• Own the Number: You are responsible for global retention and Net Revenue Retention (NRR) goals. You will defend ARR via proactive risk telemetry and build an expansion engine that generates CS-sourced pipeline.

• Operationalize Success: Partner with Finance and Ops to forecast renewals and oversee systems (e.g., Gainsight, Salesforce) to monitor customer health and lifecycle performance.

• Collaborate & Advocate: Work closely with Product and Engineering to incorporate customer feedback into the roadmap and partner with Sales and Marketing on advocacy and reference programs

What You Bring to the Table:

• Experience: 10+ years in Customer Success or related SaaS leadership, including 5+ years leading global teams.

• Proven Metrics: You have led a global technical CS organization for a $50M+ ARR portfolio, delivering GRR ≥ 90% and NRR ≥ 120% in complex enterprise environments.

• Technical Fluency: You possess a strong understanding of DevSecOps, open source software management, and the SDLC (CI/CD, Kubernetes, OSS governance).

• Analytical Acumen: You are a data-driven operator fluent with product telemetry, health models, and relationship intelligence.

Our Values in Action

At Sonatype, we believe that how we work is just as important as what we build. Our values aren't just words - they shape every conversation, decision, and hire we make.

? Customers at Our Core: We obsess over creating customer value - not just satisfaction.

? Be Bold & Lead: We challenge the status quo, take smart risks, and set the pace for our industry.

? Inclusive Collaboration: We work better together. We bring authenticity and respect to every interaction.

? Relentless Innovation: We stay curious, experiment often, and learn continuously.

? Trust & Accountability: Trust is our foundation. We communicate transparently and deliver on commitments.

Things That We Are Proud Of

2024 BuiltIn Best Places to Work

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 allow everyone to rest, recharge, and invest in personal growth.