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Coder is a Series B AI infrastructure platform enabling enterprises to run secure, governed development workflows with AI-assisted and autonomous capabilities. As Senior Customer Success Manager, you will own the complete customer lifecycle for enterprise accounts, from onboarding through renewal.
Key responsibilities include:
- Develop and execute onboarding and rollout plans for new customers, coordinating with Sales to ensure smooth platform implementation
- Drive adoption by removing barriers and helping customers achieve their desired outcomes
- Engage deeply with customers to understand their goals, challenges, and use cases, providing tailored guidance
- Identify and pursue expansion opportunities within existing accounts, partnering with Sales on upsells and cross-sells
- Manage renewals and forecasting to ensure timely, successful contract commitments
- Serve as primary escalation point for customer inquiries and issues, collaborating across Coder teams to resolve
- Monitor and report on customer health metrics and platform usage
- Build deep product expertise to provide global customer coverage
- Advocate internally for customer needs and provide actionable feedback to Product and cross-functional teams
You will work across Sales, Support, and Product teams to drive customer success and business growth in a fast-moving startup environment.
REQUIREMENTS:
- 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 SDLC
- Hands-on experience with Salesforce and industry-standard CS platforms
- Proven track record building strong relationships with executive, business, and technical stakeholders
- Consistent internal advocacy for customers with ability to provide actionable feedback to Product teams
- Habit of staying current on industry trends, CS best practices, and competitive landscape
- Startup experience
- High emotional intelligence with strong verbal communication and technical writing skills
- Self-motivated with creative and analytical problem-solving approach
BONUS QUALIFICATIONS:
- Customer success or sales experience with developer tools
- Renewal management experience
- Experience with Totango, Gainsight, Pylon, or similar CS platforms
- Familiarity with AI tools and developer ecosystem (ChatGPT, Claude, Cursor, etc.)
