Senior Strategic Customer Success Manager
About The Position
The Senior Strategic Customer Success Manager leads customer rollouts, monitors account health and usage, and keeps stakeholders informed. The role requires technical fluency to guide deployment and adoption decisions, connect technical priorities to business outcomes, and engage specialists when deeper expertise is needed. The manager partners with Sales on expansions and renewals, and collaborates with Solutions, Support, Product, and Engineering on implementation, issues, and customer feedback. This role owns onboarding and rollout plans, technical success plans, adoption milestones, and progress tracking. It guides customer admins and platform teams on deployment readiness, configuration, and adoption; leads technical discovery and admin enablement; and troubleshoots common adoption blockers. The manager coordinates complex architecture, implementation, and troubleshooting work with specialist teams, serves as the primary contact for inquiries and escalations, and identifies opportunities to improve adoption, retention, and expansion. Coder describes itself as a platform for AI development infrastructure, providing self-hosted, agent-ready workspaces intended to support secure, governed human- and AI-driven development workflows.
Requirements
- At least 5 years in customer success or a technical customer-facing role.
- Experience independently managing enterprise accounts and driving adoption, retention, and expansion.
- Practical knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC, with the ability to discuss how they fit into customer environments and inform adoption strategy.
- Experience guiding customer onboarding and deployments in SaaS or self-hosted environments.
- Ability to understand deployment architecture, ask informed questions about infrastructure and security, investigate common issues using logs and documentation, and turn findings into clear next steps.
- 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 advocate for customers internally and provide actionable feedback to Product and cross-functional teams.
- Habit of staying 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
- 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 or experimentation with AI and the developer tools ecosystem, such as ChatGPT, Claude, or Cursor.
- Hands-on familiarity with Kubernetes, cloud environments such as AWS, GCP, or Azure, or infrastructure-as-code tools such as Terraform.
Responsibilities
- Own onboarding and rollout plans for new customers, coordinating with Sales and Solutions to support successful implementation of Coder’s platform.
- Remove barriers to adoption so customers can achieve their desired outcomes.
- Understand customer goals, challenges, and use cases, and provide tailored guidance and recommendations.
- Own the account’s technical success plan by translating customer goals and deployment context into adoption milestones, technical priorities, and a roadmap for broader use of Coder.
- Align owners and timelines and track progress against agreed outcomes.
- Guide customer admins and platform teams on deployment readiness, configuration best practices, and ongoing adoption.
- Lead technical discovery, facilitate admin enablement, and troubleshoot common adoption blockers.
- Coordinate with Solutions, Support, or Engineering on architecture design, complex implementations, and deeper troubleshooting.
- Identify expansion opportunities within existing accounts and partner with Sales on upsell and cross-sell motions.
- Oversee renewals and forecasting to support 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, including technical risks and progress toward adoption milestones.
- Develop deep expertise in Coder’s products to provide global customer coverage.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
