Senior Strategic Customer Success Manager

Responsibilities

• 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.

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