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Sonatype · 2 weeks ago

Customer Programs Manager

Fulton, MD

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Sonatype is the software supply chain security company, providing end-to-end software supply chain security solutions. The Customer Programs Manager is responsible for driving operational rigor and managing high-impact customer programs while collaborating with various departments to ensure structured and measurable program execution.

Cyber SecurityDeveloper ToolsEnterprise SoftwareOpen SourceSoftware

Responsibilities

Partner with Customer Success leadership, along with Product, Sales, Marketing, and RevOps teams to support programs tied to expansion, renewal, and advocacy initiatives by ensuring timelines, tracking, and reporting are operationally sound

Leveraging generative AI and AI agents to drive end-to-end execution of complex customer initiatives by aligning cross-functional teams, maintaining delivery momentum, proactively removing blockers, and serving as the operational bridge between Customer Success and the broader business

Establish and track program-level KPIs in support of broader Customer Success performance goals

Provide consistent visibility into the health and progress of customer programs for senior business stakeholders through structured reporting and dashboards

Quickly translate complex customer and operational data into high quality, accurate, and clear insights for executive consumption, in collaboration with advanced AI tools

Produce recurring and ad hoc reports to support forecasting, health monitoring, escalations, and executive decision-making

Maintain strong data quality and reporting integrity across customer systems

Prepare weekly executive communications, including risk identification, progress tracking, and executive-level summaries in concert with generative AI

Coordinate internal communications related to customer programs, escalations, and priority initiatives

Support executive preparation by developing presentations, summaries, and reporting

Qualification

Customer OperationsProgram ManagementSalesforce reportingGenerative AIBusiness Intelligence toolsExcel proficiencyPowerPoint proficiencyProject managementOrganizational skillsCommunication skillsAttention to detail

Required

5+ years of experience in Customer Operations, Program Management, Revenue Operations, Strategy & Operations, Business Operations or consulting with direct execution ownership

Demonstrated hands-on expertise with Salesforce reporting and data structures; Gainsight or equivalent Customer Success platforms, and business intelligence tools such as Looker

Reflexive usage of generative AI along with the ability and demonstrated curiosity to create AI agents to ensure high quality deliverables, fast

Advanced proficiency with Excel for modeling, analysis, and reporting

Advanced proficiency with PowerPoint for executive-level presentations

Strong project management, organizational, and communication skills

Demonstrated ability to manage multiple complex workstreams independently

Experience working directly with senior executives in a fast-paced environment

Strong attention to detail with the ability to maintain rigor across high-volume programs

Reside within commuting distance to Fulton, MD

Benefits

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)