Customer Success Manager - US [IC2]

<div class="content-intro"><h2><span style="color: rgb(243, 78, 63);">Who we are</span></h2>
<p>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.<br><br>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.<br><br>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.<br><br>If you want to build the infrastructure that lets every engineering team - and every agent they deploy - operate on their codebase with confidence, join us.</p></div><h2><span style="color: rgb(243, 78, 63);"><strong>Hours &amp; location</strong></span></h2>
<p>🌎 While we hire <a href="https://sourcegraph.notion.site/How-we-engage-talent-outside-of-the-US-218f7193695a46cbb1ef39ef9c1f72d4">almost anywhere</a> in the world, we have a preference for someone in the United States.&nbsp;</p>
<p><strong>Preferred locations:</strong></p>
<ul>
<li>United States</li>
</ul>
<p>&nbsp;</p>
<h2><span style="color: rgb(243, 78, 63);"><strong>Why this job is exciting</strong></span></h2>
<p>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.&nbsp;</p>
<p>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.</p>
<p>You'll partner closely with our Digital Program Manager, who builds and manages the digital programs, content, and automation supporting the scaled segment. This role complements Digital Programs by converting scalable engagement into accountable customer ownership, ensuring customers realize value, risks are proactively managed, and growth opportunities are identified.</p>
<p>This role also offers the opportunity to help shape our scaled CS motion by testing engagement strategies, building repeatable plays, and defining how digital and human engagement work together effectively.</p>
<p>📅 Within one month, you will…</p>
<ul>
<li>Build relationships with your CS teammates, Named AEs, Field Engineering counterparts, and Digital Program Manager</li>
<li>Learn our product, value proposition, customers, internal processes, and Customer Success motion, including existing Digital Programs playbooks&nbsp;</li>
<li>Understand your portfolio, including account history, product adoption, customer health, engagement levels, and renewal timing</li>
<li>Shadow customer calls to understand how customers engage with Sourcegraph</li>
<li>Begin taking ownership of your accounts and tiering&nbsp;</li>
<li>Establish an initial segmentation and coverage approach for your broader portfolio</li>
</ul>
<p>📅 Within three months, you will…</p>
<ul>
<li>Own regular customer engagement for your accounts, developing a strong understanding of their workflows, use cases, stakeholders, and business priorities</li>
<li>Monitor health, adoption, telemetry, and engagement signals across your portfolio</li>
<li>Establish a coverage strategy across accounts&nbsp;</li>
<li>Partner with the Digital Program Manager to advance digital programs based on customer insights and engagement data</li>
<li>Identify accounts requiring deeper engagement, enablement, or risk mitigation</li>
<li>Independently lead standard product trainings and workflow discussions</li>
<li>Partner with Named AEs on customer strategy, renewals, and expansion</li>
<li>Execute CS plays and experiments that improve adoption, engagement, and retention</li>
</ul>
<p>📅 Within six months, you will…</p>
<ul>
<li>Effectively manage your portfolio, applying the right level of engagement based on customer needs, health, adoption, and opportunity</li>
<li>Use customer and product signals to identify trends, risks, and opportunities</li>
<li>Build multithreaded relationships and expand adoption across teams, workflows, and use cases</li>
<li>Partner with the Digital Program Manager to continuously improve the scaled CS motion</li>
<li>E