Senior Strategic Customer Success Manager

You lead rollouts, monitor health and usage, and keep stakeholders informed. You bring the technical fluency to guide deployment and adoption decisions, connect technical priorities to business outcomes, and engage specialists when deeper expertise is needed. You partner with Sales on expansions and renewals, and with Solutions, Support, Product, and Engineering on implementation, issues, and feedback.

What you’ll do here

• Own onboarding and rollout plans for new customers; coordinate with Sales and Solutions 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.

• Own the account’s technical success plan: translate customer goals and deployment context into adoption milestones, technical priorities, and a roadmap for broader use of Coder. Align owners and timelines, and track progress against agreed outcomes.

• Guide customer admins and platform teams on deployment readiness, configuration best practices, and ongoing adoption. Lead technical discovery, facilitate admin enablement, and troubleshoot common adoption blockers; coordinate Solutions, Support, or Engineering for architecture design, complex implementations, and deeper troubleshooting.

• 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 them.

• Monitor and report on customer health and usage, including technical risks and progress toward adoption milestones.

• Develop deep expertise in Coder’s products to provide global customer coverage.

What we’re looking for

• 5+ years in customer success or a technical customer-facing role, with 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; ability to discuss how these fit into a customer’s environment and inform their adoption strategy.

• Experience guiding customer onboarding and deployments in SaaS or self-hosted environments. Able to understand a deployment architecture, ask informed questions about infrastructure and security, investigate common issues using logs and documentation, and turn findings into clear next steps.

• 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 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.

Bonus tacos if you 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.

• 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.