Sr. Customer Success Manager

We’re hiring a Sr. Customer Success Manager to turn new deployments into measurable outcomes for engineering teams using Coder. You guide customers from onboarding through renewal, clearing blockers, and aligning our platform to their goals.

You lead rollouts, monitor health and usage, and keep stakeholders informed. You partner with Sales on expansions and renewals, and with Support and Product on issues and feedback.

What you’ll do here

• Own onboarding and rollout plans for new customers; coordinate with Sales for a smooth, successful implementation of Coder’s platform
• Remove barriers to adoption so customers achieve their desired outcomes expediently
• Engage with customers to understand goals, challenges, and use cases, and provide tailored guidance and recommendations
• Identify expansion opportunities within existing accounts, and partner with Sales on upsell and cross-sell motions
• Oversee renewals and forecasting, ensuring timely, successful commitments
• Serve as the primary point of contact for inquiries, issues, and escalations, and collaborate with Coder teams to resolve
• Monitor and report on customer health and usage
• Develop deep expertise in Coder’s products to provide global customer coverage

What we’re looking for

• 3+ years in software/SaaS sales and/or customer success, with enterprise experience preferred
• Working knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC
• Hands-on experience with Salesforce and other industry-standard CS platforms
• History of building strong relationships across executive, business, and technical stakeholders
• Consistent internal advocacy for customers and the ability to provide actionable feedback for Product and cross-functional teams
• Habit of staying current on industry trends, CS best practices, and the competitive landscape
• Startup experience
• High EQ with strong verbal communication and technical writing skills
• Self-motivated with a creative and analytical approach to problem-solving

Bonus tacos if you have

• (Tacos? If you need an ice-breaker, ask how we say thanks by giving tacos!)
• Customer success or sales experience focused on developer tools
• Renewal management experience
• Experience with Totango or a similar Customer Success platform (e.g. Gainsight)
• Tinker with AI and the developer tools ecosystem (e.g. ChatGPT, Claude, Cursor)