Customer Success Advocate - DevOps

Sonatype; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Parental leave

Diversity & inclusion working groups

Flexible working practices

Paid Volunteer Time Off (VTO)

Job summary

A leading software security company based in the United States is seeking a Customer Success Advocate to ensure customer satisfaction and successful onboarding. This remote role involves mentoring customers on the use of the Sonatype Nexus Platform, analyzing customer experiences, and contributing to product improvements. Ideal candidates have strong organizational and interpersonal skills, with a background in software engineering or customer support.

Qualifications

• Mentor customers on best practices for implementation.
• Analyze gaps in customer experience to drive improvements.
• Act as the voice of the customer for product roadmap.
• Ensure customers are successful and delighted.

Skills

Knowledge of current SDLC

Interpersonal skills

Organizational skills

Desire to learn modern DevOps tooling

Ability to travel

Education

Recent graduates of software academies or bootcamps

Job description

Sonatype is the software supply chain security company. We provide the world’s best end-to-end software supply chain security solution, combining the only proactive protection against malicious open source, the only 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 and our open source expertise is unmatched. We empower innovation with an unparalleled commitment to build faster, safer software and harness AI and data intelligence to mitigate risk, maximize efficiencies, and drive powerful 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. But we choose not to rest on our laurels. If our customers are not optimized, adequately deployed, or have compromised rollouts due to their lack of time, 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 so 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 your insights to help us 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

• Our 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 the paths are different, they all 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%.

Company Highlights

• 2024 BuiltIn Best Places to Work
• European Enterprise Awards 2023: Sonatype has been named a winner of the European Enterprise Awards in the Best Enterprise SaaS Provider
• Constellation AST Shortlist: Sonatype has been listed on the Constellation ShortList ™ for Application Security Testing for 2024
• Data Breakthrough Awards: Sonatype was announced as a 2024 winner in the “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
• Company Wellness Week - We shut down company operations for a week to enable all employees to spend time pursuing personal growth and enjoying much needed and deserved rest.
• Diversity & Inclusion Working Groups
• Parental Leave Policy
• Paid Volunteer Time Off (VTO)

Benefits & Diversity

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 we 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 do not hesitate to let us know.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.