Customer Success Advocate - DevOps

Sonatype Inc; New York (NY); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading software supply chain security firm is looking for a Customer Success Advocate to mentor and educate customers on the Sonatype Nexus Platform. You will analyze customer experiences and act as their voice for improvements. Ideal candidates come from software engineering or customer support backgrounds and are eager to learn. This position is 100% remote with occasional travel. Great benefits including parental leave and flexible working practices.

Benefits

Parental leave

Paid Volunteer Time Off (VTO)

Diversity and inclusion working groups

Flexible working practices

Qualifications

• Background in software engineering, customer support, or project management.
• Ability to travel up to 10% of the time.
• Recent graduates from software academies or bootcamps are welcome.

Responsibilities

• Mentor and educate customers on best practices for the Sonatype Nexus Platform.
• Discover and analyze gaps in customer experience.
• Act as the voice of the customer to drive improvements.

Skills

Knowledge of current SDLC

Desire to learn modern DevOps tooling

Organizational skills

Interpersonal skills

Ability to build long-term relationships

Job description

Overview

Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining proactive protection against malicious open source, enterprise grade SBOM management, and the leading open source dependency management platform. This empowers enterprises to create and maintain secure, quality, and innovative software at scale.

As founders of Nexus Repository and stewards of Maven Central, the world’s largest repository of Java open-source software, we are software pioneers with unmatched open source expertise. We empower innovation with a commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive software development.

More than 2,000 organizations, including 70% of the Fortune 100 and 15 million software developers, rely on Sonatype to optimize their software supply chains.

If you are ready to launch your career in the dynamic and growing field of Customer Success and develop in-depth knowledge of modern software development in today\'s DevSecOps tooling, then you should keep reading. We are adding more Customer Success Advocates (CSA) to ensure our customers continuously see value across the Sonatype Nexus Platform.

Why this role matters

Our users are software developers, security officers, and DevOps managers. We offer them subscriptions to valuable software that works. As long as our customers value their investment, they will continue to renew and expand their deployments.

Fortunately, our customers trust Sonatype and value their investments. This is validated by our 90%+ renewal rate—one of the highest renewal rates in the software subscription business. If our customers are not optimized, adequately deployed, or have compromised rollouts due to time, lack of technical know-how/resources, or understanding of best practices, it will inhibit our mutual ability to achieve success. That is why the CSA role is meaningful.

What our CSA do

• Mentor and educate customers on implementing and using best practices for the Sonatype Nexus Platform to ensure smooth onboarding, faster adoption, and increased footprint.
• Discover and analyze gaps in the customer experience, identify early warning signals, and work with multi-functional teams to address them.
• Act as the voice of the customer — using insights to help drive improvements, influence product roadmap, and deploy customer advocacy programs.
• Ensure customers are SUCCESSFUL and DELIGHTED with Sonatype products and services, not merely satisfied.

What We are Looking For

• CSAs come from various backgrounds, including software engineering, customer support, and project management. They also include career changers who are recent graduates of software academies and software bootcamp programs. While paths are different, they share the following:
• Knowledge of current SDLC and the tooling that development organizations use to build applications
• Ability and desire to learn modern DevOps tooling
• Well-honed organizational and interpersonal skills
• Desire to build long-term relationships and help our customers be successful
• Ability to travel. Although this position is 100% remote, travel to customer locations will be 10%.

Things That We Are Proud Of

• 2024 BuiltIn Best Places to Work
• European Enterprise Awards 2023: Sonatype won Best Enterprise SaaS Provider
• Constellation ShortList for Application Security Testing for 2024
• Data Breakthrough Awards: 2024 winner in Open Source Data Solution of the Year
• SD Times: Best in Show Security
• Fast Company Best Workplaces for Innovators 2024
• The Herd Top 100 Private Software Companies 2024
• 2023 Leader in Forrester-Wave for Software Compensation Analysis
• 2023 Gartner\'s Magic Quadrant
• Parental Leave Policy
• Paid Volunteer Time Off (VTO)

At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please let us know.