• Partners with the Digital Program Manager to execute scalable customer engagement strategies and provide customer insights that improve digital programs and the customer experience.
• Owns customer health and proactively identifies risk, prioritizing customer engagement based on telemetry, product usage, and lifecycle signals.
• Drives customer value realization by helping customers successfully adopt Sourcegraph capabilities and connecting them with the appropriate guidance, education, and self-service resources throughout the customer lifecycle.
• Develops a foundational understanding of Sourcegraph's platform, customer use cases, software development workflows, and common engineering practices to effectively support customer success. | - Manages primarily Commercial and select Enterprise customers.
• Serves as the primary advisor responsible for customer health, adoption, value realization, and renewal readiness across an assigned portfolio.
• Builds trusted customer relationships by understanding customer goals, software development workflows, and business priorities.
• Leverages customer health, telemetry, and product usage insights to proactively identify risks, expansion opportunities, and strategies that improve customer outcomes.
• Demonstrates working knowledge of Sourcegraph's platform, customer architectures, and software development workflows, effectively translating product capabilities into customer use cases and business outcomes. | - Manages primarily Enterprise and select Strategic customers.
• Partners closely with Named Account Executives and Field Engineers to align customer strategy, mitigate risk, and maximize long-term customer value.
• Builds and expands multi-threaded relationships across engineering, platform, security, developer productivity, and leadership stakeholders (Manager, Director, VP).
• Develops existing champions while proactively identifying new stakeholders who influence adoption, renewal, and expansion.
• Demonstrates deep technical fluency across Sourcegraph's platform, customer development environments, code search strategies, developer workflows, and enterprise software development practices, enabling consultative discussions with engineering and platform teams.
• Effectively positions Sourcegraph's differentiated value against customer objectives, engineering initiatives, and measurable business outcomes. | - Manages a portfolio of Strategic and select Enterprise customers with complex organizational structures and business priorities.
• Partners strategically with Strategic Account Directors and Field Engineers to shape long-term account strategy, executive alignment, risk mitigation, and expansion planning.
• Influences executive stakeholders, including Directors, VPs, executive sponsors, and cross-functional technical leaders, to align organizational priorities with long-term customer success.
• Establishes executive sponsorship while cultivating champions across engineering, platform, security, and developer productivity organizations.
• Serves as a strategic advisor, aligning Sourcegraph's platform, AI capabilities, and product roadmap to customers' engineering priorities and long-term business objectives. | - Owns the company's most strategic, complex, and transformational customer relationships while shaping the future direction of Customer Success.
• Recognized as a company-wide expert on Sourcegraph's platform, roadmap, and strategic direction.
• Influences Product, Engineering, Marketing, and GTM strategy through strategic customer insights and market expertise.
• Drives cross-functional initiatives that improve customer outcomes and advance Customer Success strategy.
• Serves as a trusted advisor to executive customer stakeholders and internal leadership on developer productivity, AI adoption, and engineering transformation.
• Mentors senior Customer Success Managers and elevates organizational capability through coaching, thought leadership, and strategic guidance. | | Execution | - Successfully onboards customers through scalable digital programs that drive product activation, early adoption, and long-term customer success.
• Executes repeatable customer success plays and experiments that improve customer engagement, adoption, and retention.
• Uses customer health, telemetry, and product usage insights to deliver timely, targeted customer outreach that mitigates adoption risk.
• Demonstrates initiative by identifying trends in customer feedback and product usage, recommending improvements that enhance the customer experience and digital engagement model.

| - Successfully onboards customers by establishing clear success criteria, setting expectations, and creating tailored success plans aligned to customer goals.

• Guides customers to achieve desired business outcomes by aligning Sourcegraph capabilities to their software development workflows and evolving business priorities.
• Delivers Business Reviews, Success Plans, and value realization activities that demonstrate measurable customer outcomes and support renewal readiness.
• Executes proactive account management by identifying adoption opportunities, mitigating renewal risk, and introducing relevant platform capabilities that expand customer value.
• Leverages repeatable playbooks, automation, and AI to improve execution while maintaining a high-quality customer experience. | - Successfully plans and onboards customers through tailored success plans aligned to customer objectives and technical environments.
• Leads customers to achieve desired business outcomes while expanding adoption across new workflows, engineering teams, and AI-powered use cases.
• Analyzes customer workflows, telemetry, product usage, and engagement data to identify adoption gaps, mitigate risk, and execute proactive success strategies.
• Defines success metrics and demonstrates measurable business value through Success Plans, Business Reviews, and outcome-based value realization.
• Maintains comprehensive account strategies aligned with Named Account Executives, proactively identifying workflow adoption, expansion opportunities, and renewal risks.
• Continuously improves Customer Success operational processes and shares best practices with peers. | - Leads complex onboarding, adoption, and organizational change initiatives across multiple business units.
• Creates and executes strategic account plans spanning adoption, value realization, renewal, expansion, and executive engagement.
• Develops and executes adoption strategies using telemetry, whitespace analysis, consumption trends, and executive priorities to expand adoption across workflows, teams, and business units.
• Drives enterprise-wide adoption of Deep Search, MCP, and AI-powered developer workflows through executive alignment, organizational change, and data-driven customer engagement.
• Quantifies engineering and business outcomes through Executive Business Reviews, executive success plans, and strategic value discussions.
• Improves Customer Success methodologies while mentoring peers and influencing best practices across the organization. | - Defines and evolves Customer Success methodologies for adoption, value realization, executive engagement, and consumption-led growth.
• Leads transformational customer initiatives that establish repeatable best practices and influence organizational strategy.
• Develops scalable frameworks for customer success planning, executive engagement, organizational adoption, and consumption-led growth. -Partners cross-functionally to influence product strategy, customer experience, and go-to-market execution through executive customer relationships and market insights.
• Establishes best practices that improve Customer Success effectiveness and scale across the organization. | | Teamwork | - Collaborates effectively with the Digital Program Manager and broader Customer Success team to deliver a consistent customer experience.
• Shares customer insights, adoption trends, and product feedback to improve digital programs, customer education, and self-service resources.
• Partners with Sales, Support, and other cross-functional teams to escalate customer risks, resolve issues, and support customer success.
• Demonstrates a collaborative mindset by sharing knowledge, participating in team initiatives, and contributing to a positive team culture. | - Builds productive partnerships with Sales, Support, Product, and other cross-functional teams to deliver successful customer outcomes.
• Coordinates customer activities across internal stakeholders, ensuring alignment on customer goals, risks, renewals, and growth opportunities.
• Acts as the voice of the customer by communicating product feedback, customer needs, and adoption trends to relevant internal teams.
• Contributes to the development of repeatable playbooks, documentation, and best practices that improve team effectiveness. | - Builds strong partnerships across the account team, fostering transparency, accountability, and shared ownership with Named Account Executives, Field Engineers, and cross-functional partners.
• Is well connected with other teams internally and can think cross-organizationally to find solutions beyond their scope autonomously. -When escalating blockers and customer issues, knows where to direct asks by understanding different escalation sequences to get the support needed to resolve outstanding issues.
• Acts as the voice of the customer by logging product gaps and issues that are rooted in revenue impact. Proactively seeks sponsors to prioritize urgency to the Product Engineering teams.
• Contributes to Customer Success initiatives by developing playbooks, documentation, training, and operational improvements that increase team effectiveness. | - Leads cross-functional collaboration across Strategic Account Directors, Field Engineers, Product, Engineering, Marketing, and executive stakeholders to drive customer success and strategic initiatives.
• Serves as a trusted partner across the business, aligning teams around customer priorities, organizational adoption, and long-term account strategy.
• Identifies strategic customer trends and influences cross-functional decisions that improve customer experience, product direction, and GTM execution.
• Mentors Customer Success Managers by sharing expertise, coaching through complex customer situations, and elevating team capability.
• Leads strategic initiatives that improve Customer Success processes, operational excellence, and organizational effectiveness. | - Influences cross-functional strategy across Customer Success, Product, Engineering, Sales, Marketing, and executive leadership to improve customer outcomes and business performance.
• Builds alignment across organizations by leading strategic initiatives, establishing scalable operating models, and driving organizational change.
• Partners with executive leadership to influence company strategy through customer insights, market expertise, and industry thought leadership.
• Coaches and mentors senior Customer Success Managers while fostering a culture of continuous learning, technical excellence, and customer-centricity.
• Sponsors high-impact initiatives that strengthen cross-functional collaboration, improve operational effectiveness, and elevate Customer Success across the organization. |