Customer Success Manager (EMEA & APAC)

Academic Key; United Kingdom; On-site; GBP 90,000 - 120,000; Full time

Job summary

Academic Key is hiring a Manager, Customer Success Team in the United Kingdom to build and scale a high-performing team focused on enterprise customers. You will drive adoption, retention, expansion, and long-term partnerships with leading engineering organizations.

You will coach a team, establish scalable CS programs, and partner with Sales, Product, Engineering, and Support to deliver measurable value and customer outcomes. This is a player-coach role at scale.

Qualifications

• 7+ years in Customer Success or related roles with 2+ years leading enterprise teams.
• Experience with complex enterprise SaaS, developer tools, cloud infra, or AI products.
• Proven ability to drive adoption, retention, and expansion with measurable outcomes.
• Strong strategic thinking and ability to design scalable programs.

Responsibilities

• Lead, mentor, and develop a high-performing Customer Success team.
• Own team-level outcomes: adoption, health, ARR, NRR, and satisfaction.
• Collaborate with Sales, Product, Engineering, and Support to drive outcomes.
• Develop scalable CS strategies, playbooks, and metrics for enterprise clients.
• Act as executive sponsor for key accounts and manage senior stakeholder relationships.
• Identify risks/opportunities and drive proactive retention and expansion.
• Scale CS operations and reporting as the company grows.

Skills

Leadership

Enterprise CS

Strategic thinking

Cross-functional teamwork

Executive presence

Analytics

Coaching

Tools

Kubernetes

Terraform

Cloud platforms

Job description

Coder is hiring a Manager, Customer Success Team to build, lead, and scale a high-performing team of Customer Success Managers focused on our enterprise customers. This role will drive customer adoption, retention, expansion, and long-term partnership with some of the world’s most sophisticated engineering organizations.

Coder provides self-hosted software environment and AI development infrastructure that enables enterprises to give developers and AI coding agents a fast, flexible development experience while maintaining the security, governance, and control their organizations require. Our customers span technology, financial services, government, automotive, and other highly regulated industries.

As a leader on the Customer Success team, you will be responsible for developing and coaching a high-performing team, building scalable customer success programs, and ensuring customers achieve measurable value from Coder. You will work closely with Sales, Product, Engineering, and Support to drive adoption, identify opportunities for expansion, and represent the voice of the customer across Coder. This is a player-coach role. You’ll spend most of your time leading and developing the team while remaining directly engaged with strategic customers and helping establish the standard for exceptional enterprise Customer Success.

Customer Success Manager (EMEA & APAC)

Coder · United Kingdom

United Kingdom

Full Time Link validated

What you’ll do here

Lead, mentor, and develop a team of Customer Success Managers to deliver exceptional customer outcomes, retention, and expansion.

Own team-level customer success outcomes, including adoption, customer health, ARR, NRR, and overall customer satisfaction.

Partner cross-functionally with Sales, Product, Engineering, and Support to drive customer adoption, engagement, retention, and expansion.

Develop and execute scalable customer success strategies, processes, playbooks, and metrics for Coder’s growing enterprise customer base.

Serve as an executive sponsor for key enterprise accounts, building trusted relationships with senior engineering, platform, infrastructure, security, and technology leaders.

Coach the team on executive engagement, strategic account planning, value realization, renewals, and expansion opportunities.

Identify customer risks and opportunities across the portfolio and establish proactive strategies to improve adoption, mitigate churn, and increase customer value.

Help customers understand and realize the value of Coder across their development organization, including secure development environments and AI-powered software development.

Represent the voice of the customer internally, influencing product strategy, roadmap priorities, and operational improvements.

Establish a culture of accountability, continuous improvement, and customer obsession across the Customer Success organization.

Build the systems, operating rhythms, and reporting needed to scale the team effectively as Coder grows.

What we’re looking for

7+ years of experience in Customer Success, Account Management, or related customer-facing roles, with 2+ years leading enterprise Customer Success or Account Management teams.

Proven experience working with complex enterprise customers in SaaS, developer tools, cloud infrastructure, AI, cybersecurity, or related technology sectors.

Demonstrated track record of driving customer adoption, retention, expansion, and measurable business outcomes.

Strong strategic thinking and operational execution skills, with the ability to build frameworks, processes, and programs from the ground up.

Exceptional communication and executive presence, with the ability to build trusted relationships with C-suite and senior technical stakeholders.

Strong analytical and problem-solving skills, with the ability to use customer data and insights to identify risks, opportunities, and trends.

A coaching mindset and passion for hiring, developing, and building high-performing teams.

Ability to operate effectively in a fast-moving, high-growth environment with a high degree of autonomy and ambiguity.

Strong technical curiosity and the ability to quickly understand complex products, customer environments, and emerging technologies.

Experience partnering cross-functionally with Sales, Product, Engineering, and other teams to drive customer outcomes.

Bonus taco if you have (Tacos? If you need an ice-breaker, ask how we say thanks by giving tacos!)

Experience working with developer tools, cloud infrastructure, DevOps, platform engineering, cybersecurity, or AI products.

Experience supporting large, global, or highly regulated enterprise organizations.

Familiarity with modern software development and infrastructure technologies such as Kubernetes, Terraform, cloud platforms, or developer environments.

Experience helping organizations adopt AI coding tools, AI agents, or other emerging AI technologies.

Experience working at a high-growth technology company and building Customer Success programs as the organization scales.

About Coder

Coder is the leading platform for AI development I

Academic Key will never request login credentials or application fees for this role.