Senior Customer Success Manager in London

We’re hiring a Sr. Customer Success Manager to turn new deployments into measurable outcomes for engineering teams using Coder. You guide customers from onboarding through renewal, clearing blockers, and aligning our platform to their goals. You lead rollouts, monitor health and usage, and keep stakeholders informed. You partner with Sales on expansions and renewals, and with Support and Product on issues and feedback.

What you’ll do here:

• Own onboarding and rollout plans for new customers; coordinate with Sales 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.
• 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.
• Monitor and report on customer health and usage.
• Develop deep expertise in Coder’s products to provide global customer coverage.

What we’re looking for:

• 3+ years in software/SaaS sales and/or customer success, with enterprise experience preferred.
• Working knowledge of cloud infrastructure, DevOps, developer tools, coding agents, platform engineering, CI/CD, and the SDLC.
• 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 the 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 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).

About Coder:

Coder is an AI software development company leading the future of autonomous coding. We empower teams to build software faster, more securely, and at scale through the collaboration of AI coding agents and human developers. Our mission is to make agentic AI a safe, trusted, and integral part of every software development lifecycle.

Our self-hosted AI Development Environment is the foundation for deploying agentic AI in the enterprise. It provides a secure, standardized, and governed workspace to deploy autonomous coding agents alongside human developers, accelerating innovation while maintaining control and compliance. Coder's isolated, policy-driven environments improve productivity, cut cloud costs, and reduce data risks. Developers transition to AI at their own pace using their own tools. Platform and security teams can govern, audit, and manage a great developer experience at scale.

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 penalised 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 prioritise 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 labour 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.

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 careers@coder.com.

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, colour, 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.