Senior Customer Success Manager

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

📋 Description

• Take charge of onboarding and implementation strategies for new clients while collaborating with Sales to ensure successful deployments of the Coder platform.

• Eliminate obstacles to adoption and assist customers in achieving their desired results.

• Gain an understanding of customer objectives, challenges, and use cases to offer customized guidance and recommendations.

• Spot opportunities for growth and work alongside Sales on upselling and cross-selling initiatives.

• Manage renewals and forecasting processes.

• Act as the main point of contact for inquiries, issues, and escalations, and work with Coder teams to address them.

• Track and report on customer health and usage metrics.

• Cultivate extensive knowledge of Coder products to ensure global customer support.

• Collaborate with Sales, Support, and Product teams regarding customer issues, feedback, expansions, and renewals.

⛳️ Requirements

• Over 3 years of experience in software/SaaS sales and/or customer success, with a preference for enterprise experience.

• Proficient understanding of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the software development lifecycle (SDLC).

• Practical experience with Salesforce and other widely-used Customer Success platforms.

• Proven track record of establishing relationships with executive, business, and technical stakeholders.

• Capability to advocate for customers internally and provide constructive feedback to Product and cross-functional teams.

• Commitment to staying updated on industry trends, best practices in Customer Success, and the competitive environment.

• Experience in a startup setting.

• High emotional intelligence with excellent verbal communication and technical writing abilities.

• Self-driven with a creative and analytical approach to solving problems.

• Experience in customer success or sales with a focus on developer tools is advantageous.

• Experience in managing renewals is a plus.

• Familiarity with Totango or similar Customer Success platforms is beneficial.

• Knowledge of AI and the developer tools ecosystem is a bonus.

• Must disclose whether visa sponsorship will be necessary to work in the country of residence.

🏝️ Benefits

• Equity

• Bonus

• A transparent interview process designed to be completed within two to four weeks, contingent on scheduling.

• AI tools allowed for take-home assessments.

• Commitment to equal employment opportunity.