Customer Success Manager, Enterprise - East - [IC3]

Who we are

Our mission at Sourcegraph is to make it so that everyone can code, not just ~0.1% of the population.

Everything is changing in how software gets built, and Sourcegraph builds tools that make it easier at scale. Code Search helps devs explore and understand massive codebases. Amp, our agentic coding tool, dramatically accelerates the time it takes to write new code and tackle complex problems like migrating and transforming code.

We’re trusted by engineering teams at leading companies like Stripe, Uber, and Palo Alto Networks, and with $225M in funding from investors like a16z, Sequoia, and Redpoint, we are building the tools that will define the next era of enterprise software development. We’re a globally distributed team with a culture of high agency, direct communication, and deep love for developers.

If you want to work at the bleeding edge of software and do the most meaningful work of your career, join us.

Location

🌎 While we are an all-remote company and hire almost anywhere in the world, we have a requirement for this person to reside on the East coast.

We do not subscribe to “I do my best work when I work 40 hours a week.”  People we hire at Sourcegraph believe that building outstanding things means working very hard — smarter and more hours than the competition.

Why this job is exciting

You will have responsibility and growth potential in helping us shape and build our young team. As an Enterprise Customer Success Manager (CSM), you will manage the relationships with roughly 20 Enterprise customers. You’ll ensure your customer's developers love our product, remain happy customers and grow month over month. You'll also help our customers solve technical problems while driving key metrics like adoption, usage/consumption, NPS, NDR (Net Dollar Retention) and renewal rate.

📅 Within one month, you will…

• Start building a trusting relationship with your team and partners on Solutions Engineering
• Learn about our product, our value proposition, our customers & use cases, our team, and our processes.
• Join or review customer and prospect calls with some of our largest (Fortune 500) customers to understand their technical challenges and needs.
• Be assigned your first customers with whom you’ll begin to establish trusted relationships to earn and maintain credibility.

📅 Within three months, you will…

• Meet regularly with your customer champions and advocates; establish yourself as their key point of contact.
• Ensure your customers derive maximum value from their investment in Sourcegraph; develop account success plans based on insights and needs where necessary.
• Develop and implement tailored programs and playbooks, contributing to internal team strategy, that provide continued value to our customers and ensure long-term growth beyond just your assigned customers.
• Provide recommendations based on the customer's infrastructure and use cases, and provide feedback to internal teams as the voice of your customer.

📅 Within six months, you will…

• Drive the ultimate success of your customers, including their onboarding experience, ongoing feature adoption, renewal, and expansion.
• Engage customers in product betas, case studies, and webinars as applicable.
• Drive seamless onboarding processes and work cross-functionally with our support and services team to proactively lead successful deployments.
• Translate customer sentiment to internal teams and appropriately advocate for strategic product decisions. Be the voice of the customer.
• Guide your customers as they use Sourcegraph to solve technical problems.
• Proactively identify new opportunities for expansion and up-sell opportunities across your book of business by collaborating with the sales team to ensure subscription growth and increased solution footprint.

About you

You are an enthusiastic, self-driven, and results-oriented post-sales specialist who shares our values and is passionate about nurturing healthy customers.

Your skill set:

• You are curious