Customer Success Manager - US [IC2]

Who We Are

Our mission is to bring clarity and control to the world's most complex codebases. AI is accelerating code creation, but the infrastructure to understand, oversee, and evolve that code hasn't kept pace. Sourcegraph gives engineering organizations full visibility across their systems, precise context for their agents, and the ability to execute coordinated code changes at scale. As agentic development becomes the dominant engineering paradigm, we provide the context layer teams need to take control of their codebase.

With Code Search, Deep Search, MCP, and Agentic Batch Changes, we deliver on that mission today—giving engineering teams and their AI tools the cross-repo context to navigate massive codebases with confidence, and the ability to make changes across hundreds of repositories at once.

Companies like Stripe, Reddit, and Leidos rely on Sourcegraph to ship faster and with higher quality. We're backed by a16z, Sequoia, and Redpoint, and proud to operate as a globally distributed team that values high agency, direct communication, and customer love.

Hours & Location

While we hire almost anywhere in the world, we have a preference for someone located in the United States.

Why This Job is Exciting

You'll join a small, high-performing Customer Success team at an important point in Sourcegraph's growth. As a CSM, you'll manage approximately 40 commercial and enterprise accounts through a scaled model.

You'll build relationships, drive adoption, identify risk and opportunity, and help customers realize measurable value from Sourcegraph. Across your portfolio, you'll use customer health, product telemetry, and engagement signals to prioritize where human intervention will have the greatest impact.

Milestones

Within one month, you will:

• Build relationships with your CS teammates, Named AEs, Field Engineering counterparts, and Digital Program Manager.
• Learn our product, value proposition, customers, internal processes, and Customer Success motion.
• Understand your portfolio, including account history, product adoption, customer health, engagement levels, and renewal timing.
• Shadow customer calls and begin taking ownership of your accounts and tiering.

Within three months, you will:

• Own regular customer engagement for your accounts, developing a strong understanding of their workflows and business priorities.
• Monitor health, adoption, telemetry, and engagement signals across your portfolio.
• Partner with the Digital Program Manager to advance digital programs based on customer insights.
• Independently lead standard product trainings and workflow discussions.
• Partner with Named AEs on customer strategy, renewals, and expansion.

Within six months, you will:

• Effectively manage your portfolio, applying the right level of engagement based on customer needs.
• Build multithreaded relationships and expand adoption across teams and workflows.
• Serve as the voice of the customer internally across Sales, EPD, PMM, and Support.

About You

You're tech-curious, customer-oriented, and comfortable operating autonomously. You can manage a portfolio of approximately 40 accounts while making thoughtful decisions about direct engagement versus scaled automation.

Required Qualifications

• Customer-facing experience in Customer Success, account management, technical support, solutions consulting, or a similar role.
• Experience managing a large or varied book of business and prioritizing based on customer needs and business impact.
• Experience with digital customer success motions, processes, or workflows.
• Prior experience working in a technical SaaS environment.

Nice to Have

• Demonstrated comfort presenting to technical audiences.
• Background in developer tooling, observability, infrastructure, or adjacent technical products.

Compensation & Leveling

• Level: IC2
• Base Salary: $96,640 USD
• Commission: $24,160 USD (Total OTE: $120,800 USD)
• Equity: Included alongside cash compensation.

Interview Process

We expect the interview process to take approximately 4 hours total:

1. Introduction Stage: 30m Recruiter Screen + 45m Hiring Manager Screen
2. Team Interview Stage: 60m Peer Interview + 60m Working Session
3. Final Interview Stage: 30m Values Interview + 15m Leadership Interview + Reference/Background Checks