Strategic CSM: Onboarding & Adoption Leader

OpenKrill; United States; On-site; 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

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.