Senior Strategic Customer Success Manager

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

📋 Description

• Take ownership of onboarding and rollout strategies for new clients, ensuring effective implementation of Coder’s platform.

• Eliminate obstacles to adoption, enabling customers to achieve their desired outcomes.

• Comprehend customer objectives, challenges, and use cases to provide customized guidance.

• Manage technical success plans, adoption milestones, technical priorities, and strategic roadmaps.

• Advise customer administrators and platform teams on deployment readiness, best practices in configuration, and ongoing adoption strategies.

• Lead technical discovery sessions, facilitate admin training, and troubleshoot common barriers to adoption.

• Collaborate with Solutions, Support, or Engineering teams for architectural design, complex implementations, and advanced troubleshooting.

• Recognize opportunities for expansion and collaborate with Sales on upselling and cross-selling initiatives.

• Manage renewals and forecasting processes.

• Act as the primary point of contact for inquiries, concerns, and escalations.

• Monitor and report on customer health, usage patterns, technical risks, and adoption progress.

• Cultivate deep knowledge of Coder’s products to ensure comprehensive customer support.

• Coder offers self-hosted, agent-ready workspaces that integrate developer productivity with platform governance for enterprises.

⛳️ Requirements

• Over 5 years of experience in customer success or a technical customer-facing position.

• Proven track record in independently managing enterprise accounts while driving adoption, retention, and growth.

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

• Experience in guiding customer onboarding and deployments in SaaS or self-hosted environments.

• Capability to comprehend deployment architecture and pose informed questions regarding infrastructure and security.

• Proficiency in investigating common issues using logs and documentation, translating findings into clear next steps.

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

• History of establishing relationships with executive, business, and technical stakeholders.

• Ability to provide actionable feedback from customers to Product and cross-functional teams.

• Experience in a startup environment.

• Excellent verbal communication and technical writing abilities.

• Self-driven with a creative and analytical mindset for problem-solving.

• Experience in customer success or sales roles centered on developer tools is an advantage.

• Previous experience in renewal management is a plus.

• Familiarity with Totango or similar Customer Success platforms is an added advantage.

• Knowledge of Kubernetes, AWS, GCP, Azure, or Terraform is a bonus.

🏝️ Benefits

• Equity

• Commission

• Transparent, consistent, and enjoyable interview process

• Interview process targeted for completion in two to four weeks, schedules permitting

• Permitted use of AI tools for take-home assessments

• Equal employment opportunity