Customer Success Manager - US [IC2]

Who we are Everything is changing in how software gets built, and Sourcegraph is at the center of that transformation. With Code Search, Deep Search, and MCP, Sourcegraph is the world’s most powerful code intelligence platform that developers and agents rely on to navigate, understand, and operate on massive, complex codebases with speed and confidence. Teams at companies like Stripe, Uber, and Dropbox 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 a deep love for developers and their craft. If you want to contribute to infrastructure that empowers millions of developers to do their best work - join us. Hours location 🌎 While we hire almost anywhere in the world, we have a preference for someone in the United States for this role. Working hours must overlap with PT/MT for at least 20 hours/week. Central, Mountain, and Pacific time zones are ideal. Preferred locations: United States Why this job is exciting You'll play a meaningful role on a small, high-performing Customer Success team at a pivotal moment. As a CSM at Sourcegraph, you'll manage a book of 20-30 enterprise and commercial accounts, helping developers get real, measurable value out of our products. You'll own the post-sales relationship end to end, driving adoption, surfacing risk, and getting customers healthy for renewal and expansion. This isn't a passive relationship management role. You'll be in the product, digging into health scores and telemetry, running 1:1 trainings, leading business reviews, and working alongside Named AEs and Field Engineers to move customers forward. Sourcegraph is also at an exciting inflection point as we shift from a seats-based model to consumption, which makes the CSM's impact more tangible than ever. 📅 Within one month, you will… 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 📅 Within three months, you will… 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 📅 Within six months, you will… 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 About you 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 patt ... (truncated, view full listing at source)