Senior Customer Success Manager

• You lead rollouts, monitor health and usage, and keep stakeholders informed. You partner with Sales on expansions and renewals, and with Support and Product on issues and feedback
• 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

Benefits

• Generous medical / dental / vision coverage
• 4% 401(k) match
• Flexible time off
• Fertility benefits through Carrot Fertility and generous parental leave
• Paid sabbatical after 5 years
• Remote work from anywhere, or join our Austin or San Francisco offices
• Monthly “perks” stipend for wellness, learning and development, travel, etc
• Annual workstation allowance for your home office

• 3+ years in software/SaaS sales and/or customer success, with enterprise experience preferred
• Consistent internal advocacy for customers and the ability to provide actionable feedback for Product and cross‑functional teams
• Hands-on experience with Salesforce and other industry-standard CS platforms
• Startup experience
• Working knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC
• High EQ with strong verbal communication and technical writing skills
• Self‑motivated with a creative and analytical approach to problem-solving
• Habit of staying current on industry trends, CS best practices, and the competitive landscape
• History of building strong relationships across executive, business, and technical stakeholders
• 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)

• We believe that the interview process should be transparent, consistent, and enjoyable. We value your time and hope to complete the interview process in two to four weeks, if schedules allow. Through your interviews, you will meet a mix of individual contributors, managers, and senior leaders
• As an AI company, Coder embraces the use of AI tools, and we want to be transparent about our expectations as you navigate our interview process
• Not permitted: Using AI assistance during conversational interviews
• Permitted: Using AI tooling for take-home assessments. Please flag where and to what extent it was used in your take-home. Your submission will not be penalized for using AI as long as it is done honestly
• We use AI tools to help manage our recruitment process efficiently and fairly. Specifically:
• Ashby and Brainerr help 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
• All hiring decisions are made by humans. Our team reviews applications, conducts interviews, and makes final selections. AI tools assist us but never replace human judgment, and these practices are conducted in compliance with applicable data protection, AI governance, and labor laws