Senior Strategic Customer Success Manager

The role

You will lead rollouts, monitor health and usage, and keep stakeholders informed. You will manage onboarding, technical success plans, and expansion opportunities for enterprise customers.

What you will do

• Own onboarding and rollout plans for new customers.
• Remove barriers to adoption to achieve customer outcomes.
• Engage with customers to understand goals, challenges, and use cases.
• Own the account technical success plan including adoption milestones and roadmaps.
• Guide customer admins and platform teams on deployment readiness and configuration.
• Identify expansion opportunities and partner with Sales on upsell and cross-sell.
• Oversee renewals and forecasting.
• Serve as the primary point of contact for inquiries, issues, and escalations.
• Monitor and report on customer health and usage.
• Develop deep expertise in Coder products.

Required qualifications

• 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.
• Experience guiding customer onboarding and deployments in SaaS or self-hosted environments.
• Ability to understand deployment architecture and investigate issues using logs and documentation.
• 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.
• Startup experience.
• High EQ with strong verbal communication and technical writing skills.
• Self-motivated with a creative and analytical approach to problem-solving.

Nice to have

• Customer success or sales experience focused on developer tools.
• Renewal management experience.
• Experience with Totango or a similar Customer Success platform (e.g. Gainsight, Pylon).
• Tinker with AI and the developer tools ecosystem (e.g., ChatGPT, Claude, Cursor).
• Hands-on familiarity with Kubernetes, cloud environments (AWS, GCP, Azure), or infrastructure as code tools such as Terraform.

About the company

Coder is the leading platform for AI development Infrastructure, enabling enterprises to securely run human and AI-driven development workflows in consistent, governed environments.