Senior Customer Success Manager

Requisitos y responsabilidades

Contenido del rol extraído en secciones para revisar más rápido.

Details

Own onboarding and rollout plans for new customers; coordinate with Sales for a smooth, successful implementation of Coder’s platform
Remove barriers to adoption so customers achieve their desired outcomes expediently
Engage with customers to understand 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, and collaborate with Coder teams to resolve
Monitor and report on customer health and usage
Develop deep expertise in Coder’s products to provide global customer coverage
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 the SDLC
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 and the ability to provide actionable feedback for Product and cross‑functional teams
Habit of staying current on industry trends, CS best practices, and the competitive landscape
Startup experience
High EQ with strong verbal communication and technical writing skills
Self‑motivated with a creative and analytical approach to problem-solving
(Tacos? If you need an ice-breaker, ask how we say thanks by giving tacos!)
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)

Our use of AI in hiring

Ashby helps us review inbound applications by surfacing candidates who best match the role requirements we've defined. This tool does not make hiring decisions - it helps our team prioritize which applications to review first.
Granola takes notes during our interview calls so our team can focus on the conversation with you.

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