Senior Customer Success Manager

About the role

You are responsible for transforming new deployments of Coder into measurable, tangible outcomes for engineering teams. You will act as the primary trusted advisor, guiding customers from the initial onboarding phase through to renewal and expansion. Your core focus is on clearing adoption barriers and ensuring the platform is aligned with the strategic goals of each customer. You will own the end-to-end success of accounts, driving retention and expansion through proactive relationship management. This role requires you to lead complex rollouts while monitoring health metrics and communicating progress to stakeholders. You will partner closely with Sales, Support, and Product to provide feedback and identify opportunities for growth. Ultimately, you will develop deep expertise to provide consistent, high-quality global coverage for our customer base.

Key facts

What you'll do

• Own the creation and execution of onboarding and rollout plans for new customers, coordinating directly with Sales to ensure a smooth and successful implementation of Coder's platform.
• Proactively identify and remove barriers to adoption, enabling customers to achieve their desired outcomes in an expedient and efficient manner.
• Engage with customers to deeply understand their strategic goals, specific challenges, and primary use cases, then provide tailored guidance and actionable recommendations.
• Identify and qualify expansion opportunities within existing accounts, partnering closely with Sales to execute upsell and cross-sell motions effectively.
• Oversee renewal processes and manage forecasting activities to ensure timely, successful contract commitments and minimized churn.
• Serve as the primary point of contact for all customer inquiries, issues, and escalations, collaborating with internal Coder teams to achieve timely and satisfactory resolutions.
• Monitor, analyze, and report on customer health metrics and platform usage data to inform strategic decisions and proactive outreach.
• Develop and maintain deep expertise in Coder's full suite of products to deliver exceptional and consistent support for global customers across regions.
• Translate complex platform capabilities into clear value propositions that resonate with executive, business, and technical stakeholders.
• Drive adoption of best practices within customer environments to maximize the return on investment and long-term value of the Coder platform.
• Collaborate with Product and Engineering teams to synthesize customer feedback into actionable insights for future roadmap priorities.
• Leverage data and insights to predict churn risks and implement targeted retention strategies for at-risk accounts.
• Act as an internal advocate for the customer, ensuring their voice is heard and addressed across cross-functional decision-making processes.
• Document success stories, use cases, and playbooks to enable scalable customer engagement and knowledge transfer.
• Contribute to the development of customer-facing materials, training content, and communications that enhance the overall experience.

Requirements

• 3+ years of professional experience in software or SaaS roles, specifically in customer success or sales, with enterprise-level experience being strongly preferred.
• Demonstrated working knowledge of cloud infrastructure, DevOps practices, developer tools, coding agents, platform engineering, CI/CD pipelines, and the broader software development lifecycle.
• Hands-on experience utilizing Salesforce and other industry-standard customer success platforms to manage relationships and track engagement.
• A proven track record of building and maintaining strong, trust-based relationships with executive, business, and technical stakeholders.
• Consistent history of internal advocacy, effectively representing customer needs and providing actionable feedback to Product and cross-functional teams.
• A habitual commitment to staying current with industry trends, established customer success methodologies, and the competitive landscape.
• Prior experience working in startup environments, navigating ambiguity and rapid growth effectively.
• High emotional intelligence combined with strong verbal communication and professional technical writing skills.
• Highly self-motivated with a creative and analytical approach to identifying and solving complex problems.
• Ability to manage multiple priorities and deadlines in a fast-paced, dynamic environment while maintaining attention to detail.
• Willingness to travel domestically within the United States as required for customer visits and company events.
• Compliance with all company policies and procedures regarding data security and customer confidentiality.

Nice to have

• Previous customer success or sales experience specifically focused on developer tools and platform engineering.
• Demonstrated experience in renewal management and the transition from sales to successful account management.
• Familiarity with customer success platforms such as Totango or Gainsight for managing health scores and engagement strategies.
• Active experimentation and hands-on experience with AI tools and the developer tools ecosystem, including platforms like ChatGPT, Claude, and Cursor.

Practical notes

Domestic travel within the United States may be required for this role.

Candidates must be authorized to work in the United States without sponsorship.

The interview process is designed to be completed in two to four weeks, subject to schedule availability.

About Coder

Coder is an AI software development company leading the future of autonomous coding. We empower teams to build software faster, more securely, and at scale through the collaboration of AI coding agents and human developers. Our mission is to make agentic AI a safe, trusted, and integral part of every software development lifecycle. Our self-hosted AI Development Environment provides a secure, standardized, and governed workspace to deploy autonomous coding agents alongside human developers. This approach accelerates innovation while maintaining control and compliance. Coder's isolated, policy-driven environments improve productivity, cut cloud costs, and reduce data risks. Developers can transition to AI at their own pace using their own tools, while platform and security teams can govern, audit, and manage a great developer experience at scale.