Customer Success Manager – EMEA, APAC

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead, mentor, and develop a team of Customer Success Managers.

• Take ownership of team-level customer success outcomes, encompassing adoption, customer health, ARR, NRR, and customer satisfaction.

• Collaborate with Sales, Product, Engineering, and Support to enhance adoption, engagement, retention, and expansion.

• Create and implement scalable customer success strategies, processes, playbooks, and metrics tailored for enterprise clients.

• Act as the executive sponsor for key enterprise accounts and cultivate trusted relationships with senior technical leaders.

• Guide the team on executive engagement, strategic account planning, value realization, renewals, and expansion.

• Identify customer risks and opportunities, establishing proactive strategies to boost adoption, reduce churn, and enhance customer value.

• Assist customers in recognizing the value of Coder's secure development environments and AI-driven software development.

• Represent customer perspectives internally, influencing product strategy, roadmap priorities, and operational enhancements.

• Foster a culture of accountability, continuous improvement, and a customer-centric focus.

• Develop systems, operating rhythms, and reporting frameworks to scale the team effectively.

• Maintain direct involvement with strategic customers in this player-coach capacity.

⛳️ Requirements

• Over 7 years of experience in Customer Success, Account Management, or similar customer-facing roles.

• More than 2 years of experience leading enterprise Customer Success or Account Management teams.

• Proven expertise in managing complex enterprise customers within SaaS, developer tools, cloud infrastructure, AI, cybersecurity, or related technology sectors.

• A demonstrated history of driving customer adoption, retention, expansion, and achieving measurable business outcomes.

• Strong strategic thinking abilities coupled with operational execution skills.

• Capability to develop frameworks, processes, and programs from inception.

• Exceptional communication skills and a strong executive presence.

• Ability to establish trusted relationships with C-suite and senior technical stakeholders.

• Strong analytical and problem-solving capabilities.

• Proficient in leveraging customer data and insights to pinpoint risks, opportunities, and trends.

• A coaching mindset with a passion for hiring, developing, and nurturing high-performing teams.

• Ability to thrive in a fast-paced, high-growth environment with significant autonomy and ambiguity.

• Strong technical curiosity and the ability to grasp complex products, customer environments, and emerging technologies.

• Experience collaborating cross-functionally with Sales, Product, Engineering, and other teams.

• Familiarity with developer tools, cloud infrastructure, DevOps, platform engineering, cybersecurity, or AI products is advantageous.

• Experience supporting large, global, or highly regulated enterprise organizations is a plus.

• Knowledge of Kubernetes, Terraform, cloud platforms, or developer environments is beneficial.

• Experience aiding organizations in adopting AI coding tools, AI agents, or other emerging AI technologies is a plus.

• Previous experience in a high-growth technology company and developing Customer Success programs as the organization scales is advantageous.

🏝️ Benefits

• Equity.

• Commission.

• A transparent, consistent, and enjoyable interview process.

• An interview timeline aimed at completion within two to four weeks, subject to scheduling.

• AI tools allowed for take-home assessments.

• Equal employment opportunities.