Customer Success Manager (EMEA & APAC)

Location: United Kingdom Workplace: Remote 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. 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 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 and Brainerr help 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 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, 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.