Senior Customer Success Manager - US East [IC3]

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

Preferred locations:

• United States (Eastern Standard Time)

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.

This isn't a passive relationship management role. You'll be in the product, analyzing telemetry and adoption patterns, leading enablement sessions, driving strategic customer conversations, and partnering closely with Named AEs and Field Engineers to expand customer value over time. Sourcegraph is also at an exciting inflection point as we evolve from a seats-based model toward more consumption and workflow-oriented adoption, making the CSM's impact on customer outcomes more tangible than ever.

📅 Within one month, you will…

• 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
• Begin taking over your first accounts and establishing yourself as a trusted point of contact

📅 Within three months, you will…

• Own regular customer cadences, developing a strong understanding of customer workflows, use cases, and business priorities
• Build value narratives and monitor adoption health signals across your book of business
• 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
• Begin identifying opportunities to expand adoption across additional teams, workflows, and use cases through multithreading and deeper stakeholder engagement

📅 Within six months, you will…

• 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
• Build strong multithreaded relationships across engineering, platform, security, and executive stakeholders within your accounts
• 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

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.

Required:

• Customer-facing experience (CSM, account management, account coordination, technical support, solutions consulting, or similar; the title matters less than the experience)
• Prior experience in a technical SaaS environment
• Demonstrated comfort presenting to customers or technical audiences
• Strong communication, prioritization, and stakeholder management skills

Nice to have:

• Background in developer tooling, observability, infrastructure, or adjacent technical products
• Experience working with a large, varied book of business
• CS, engineering, or technical undergraduate background

📊 This job is an IC3.  You can read more about our job leveling philosophy in our Handbook.

💸 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 IC3 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 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

📈 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.

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…

• [45m] Peer with CSM + AE
• [60m] Working Session with Hiring Manager + CSM + Named AE

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

• [30m] Values
• [30m] 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.