We are seeking a highly motivated and customer-centric individual to join our team as a
Senior Customer Success Manager at Coder. As a Customer Success Manager, you will play a critical role in ensuring the success and satisfaction of our valued customers. You will be responsible for onboarding new customers, identifying expansion opportunities, overseeing customer renewals, and working closely with cross-functional teams to deliver an exceptional customer experience. This is an excellent opportunity to join as an individual contributor and influence process and procedures as the team scales to cover global relationships.
What else you will be doing…
Drive customer success and ensure the achievement of key metrics, including reducing churn, increasing annual recurring revenue (ARR) per customer, and maintaining high levels of customer satisfaction
Collaborate with Sales to onboard new customers, ensuring a smooth and successful implementation of Coder’s solutions
Guide the onboarding experience for customers, removing barriers impeding a successful rollout and ensuring they achieve their desired outcomes
Proactively engage with customers to understand their goals, challenges, and needs, and provide tailored recommendations and guidance to drive their success
Identify expansion opportunities within existing accounts and work with Sales to drive upsell and cross-sell initiatives
Be available to customers at a global level, with coverage starting in Eastern Standard Time and EU customers
Serve as the main point of contact for customer inquiries, issues, and escalations, collaborating with Support and Product Management teams to resolve them effectively
Develop and maintain a deep understanding of Coder’s products and services, staying up-to-date with new features and enhancements
Monitor and report on customer health and usage data, providing regular updates to key stakeholders
What you bring….
You have 5+ years of experience in software and/or SaaS based customer success roles
2+ years of experience with enterprise companies in sales or customer success roles
You have knowledge of cloud infrastructure, DevOps, developer tools, platform engineering, CI/CD, and the SDLC
Solid experience with Salesforce and customer success platforms
You have experience establishing and maintaining strong relationships with key stakeholders at customer organizations, becoming a trusted advisor and advocate for their success
You advocate for customers internally, providing feedback and insights to Product Management and other teams to drive continuous product improvement and customer satisfaction
You enjoy staying updated on industry trends, customer success best practices, and competitive landscape to drive innovation
Startup experience
Strong verbal communication and technical writing skills
Strong EQ
Self-motivated, with a creative and analytical mindset
We’d be even more excited if you have…
Experience in a sales and/or customer success roles focused on developer tools
4+ years of experience with enterprise customers
Experience with renewal and/or sales
Experience with Catalyst or similar platform like Gainsight
A curiosity about the latest tech trends and what is going on in the world of CDEs and/or developer tools
A mix of larger organization and startup experience
Interview Process
We believe that the interview process should be consistent and enjoyable. We hope to get through the interview process in two to three weeks if schedules allow. During this time, you will be able to meet a mix of individual contributors, managers, and leadership. If this position requires a take-home assessment, we will compensate you for your work and time after completion.
Coder is a Proud Equal Opportunity Employer
We are committed to providing equal employment opportunities to qualified applicants and do not discriminate on the basis of race, color, ancestry, religion, sex, pregnancy, gender, gender identity, gender expression, sexual orientation, national origin, age, marital status, genetic information, disability, protected veteran status or any other characteristic protected by federal, state, or local laws.Compensation Range: $110K - $150K
