Senior Strategic Customer Success Manager

OpenKrill; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Coder is the leading platform for AI development infrastructure. This role leads customer onboarding, rollout planning, and ongoing adoption across enterprise accounts, coordinating with Sales, Solutions, and Engineering to translate business goals into technical milestones.

You will own the technical success plan, guide deployments, and drive renewals and expansions while building strong executive relationships and staying ahead of industry CS trends.

Qualifications

• 5+ years in customer success or a technical customer-facing role.
• Experience independently managing enterprise accounts and driving adoption, retention, and expansion.
• Knowledge of cloud infrastructure, DevOps, CI/CD, and the SDLC; connect to customer adoption strategies.
• Experience guiding onboarding and deployments in SaaS or self-hosted environments.
• Hands-on experience with Salesforce and CS platforms.

Responsibilities

• Own onboarding and rollout plans for new customers; coordinate with Sales and Solutions for successful implementation.
• Remove barriers to adoption to help customers achieve outcomes quickly.
• Engage with customers to understand goals, challenges, and use cases with tailored guidance.
• Own the account’s technical success plan and map milestones to adoption priorities.
• Guide admins on deployment readiness, configuration, and ongoing adoption; coordinate with Solutions/Support/Engineering for complex issues.
• Identify expansion opportunities and partner with Sales on upsell/cross-sell motions.
• Oversee renewals and forecasting to ensure timely commitments.
• Serve as the primary contact for inquiries and escalations; collaborate with internal teams to resolve them.
• Monitor health and usage, report on risks and progress toward milestones.
• Develop deep product expertise to provide global customer coverage.

Skills

Enterprise account mgmt

Customer success

Cloud infrastructure

DevOps

Salesforce

Executive relationships

Technical writing

Cross-functional collaboration

AI tooling awareness

Startup experience

Tools

Salesforce

Gainsight

Totango

Pylon

Kubernetes

Terraform

Job description

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.

ABOUT CODER

Coder is the leading platform for AI development Infrastructure, enabling enterprises to securely run human and AI-driven development workflows in consistent, governed environments. Coder provides self-hosted, agent-ready workspaces that unify developer productivity and platform governance. With Coder, enterprises can confidently evolve from human-only development to AI-assisted and autonomous workflows, without sacrificing security, compliance, or performance. Learn more at coder.com http://coder.com.

INTERVIEW PROCESS

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.

AI USE DURING THE INTERVIEW PROCESS

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.

OUR USE OF AI IN HIRING

We use AI tools to help manage our recruitment process efficiently and fairly. Specifically:

• 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.

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. Your data is not used to train AI models.

In accordance with New York City Local Law 144, an independent bias audit has been conducted on "Automated Employment Decision Tools"; results are available for Ashby https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf.

If you're applying for a role at Coder and have questions about how we use AI in our process, or if you'd like to request information about the data we collect, please contact [e-mail].

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.