Sourcegraph - Customer Success Manager - US [IC2]

• 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 • Own regular cadences with your customers, understanding their use cases, building value maps, and tracking adoption health scores • Identify which customers need more support, which are trending toward risk, and prioritize accordingly • Start leading product trainings and basic demos independently, without relying on Field Engineering for standard engagements • Partner with Named AEs on accounts nearing renewal or showing expansion signals • Drive adoption across your book, getting customers to actively use Deep Search, MCP, and consumption-based features • Proactively surface risk and opportunity: which customers haven't signed the AI addendum, who needs to move to cloud, where MAU is low relative to licensed seats • Run internal business reviews and customer-facing QBRs with documented KPIs • Serve as the voice of your customers internally, sharing feedback with EPD, PMM, and Support to influence product direction • You're tech-curious, customer-oriented, and comfortable operating with a lot of autonomy. You don't need someone to build your week for you. You can look at a book of 20-30 accounts, assess the data, identify what needs your attention, and go. • You are genuinely interested in developer tooling and the problems developers face. You don't need to write code, but you need to care about what developers care about, get into Sourcegraph, and guide customers confidently on best practices. Leading a group training without backup from a Field Engineer should feel comfortable, not intimidating. • You are analytical and communicate well across audiences. You can pull up product telemetry, read health scores, spot patterns in usage data, and build a story around what it all means for a customer's renewal. Then you can present that story to a room of developers or an exec and hold the room either way. • You are proactive and self-directed. There's real gray space in how you structure your time here. You can look at a book of 20-30 accounts, decide what needs your attention, and build your own week without being told. You've also built something with AI, not just used it passively. Some sort of workflow, a real problem solved. You have opinions on the tools out there and stay curious about where things are heading. • You are coachable. If you haven't done a lot of demos before, that's okay as long as you can take feedback, incorporate it quickly, and command a room when it counts. • 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 • 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 • Level • Level • 📊 This job is an IC2.  You can read more about our job leveling philosophy in our Handbook.