Senior Customer Success Manager
About The Position
The Senior Customer Success Manager leads customer rollouts, monitors customer health and product usage, and keeps stakeholders informed. The role partners with Sales on account expansions and renewals and works with Support and Product to address issues and share customer feedback. The position owns onboarding and rollout plans for new customers, removes barriers to adoption, and provides tailored guidance based on customers’ goals, challenges, and use cases. It also oversees renewals and forecasting, identifies expansion opportunities, serves as the primary contact for inquiries and escalations, and reports on customer health and usage. The manager develops deep product expertise to provide global customer coverage.
Requirements
- At least 3 years of experience in software/SaaS sales and/or customer success.
- 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 customer success platforms.
- A history of building strong relationships across executive, business, and technical stakeholders.
- Ability to stay current on industry trends, customer success best practices, and the competitive landscape.
- Startup experience.
- High emotional intelligence, strong verbal communication, and technical writing skills.
- Self-motivation and a creative, analytical approach to problem-solving.
Nice To Haves
- Enterprise experience in software/SaaS sales and/or customer success.
- Customer success or sales experience focused on developer tools.
- Renewal management experience.
- Experience with Totango or a similar Customer Success platform, such as Gainsight or Pylon.
- Interest in AI and the developer tools ecosystem, including tools such as ChatGPT, Claude, or Cursor.
Responsibilities
- Own onboarding and rollout plans for new customers and coordinate with Sales to support successful implementation of Coder’s platform.
- Remove barriers to adoption so customers can achieve their desired outcomes expediently.
- Engage with customers to understand their 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, collaborating with Coder teams to resolve them.
- Monitor and report on customer health and usage.
- Develop deep expertise in Coder’s products to provide global customer coverage.
- Advocate internally for customers and provide actionable feedback to Product and cross-functional teams.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
