Customer Success Manager (Remote)

Permanent employee, Full-time · Remote, Portugal, United Kingdom

Your mission

We are seeking a Customer Success Manager to drive customer value across a blended portfolio of strategic and scaled accounts by owning a small number of higher-touch customers, leading structured onboarding and success planning, and executing scalable, data-led initiatives that drive adoption, measurable outcomes, and expansion-ready opportunities in close collaboration with CS-Ops, Product, the Technical Customer Experience Team and Sales.

What will be your day to day

Portfolio Ownership (Higher-Touch Accounts)

Manage a focused portfolio of higher-touch accounts.
Build trusted relationships with key stakeholders and decision-makers.
Develop and execute customer success plans aligned to customer goals.
Identify value gaps, adoption blockers, and expansion signals.
Proactively assess account health and risk on an ongoing basis, including forecasting
Partner with Account Managers to support renewal and expansion conversations.

Onboarding & Early Value Realization

Lead onboarding for mid-market and growth accounts.
Design and execute structured onboarding plans to ensure fast time-to-value.
Run discovery, configuration, and enablement sessions.
Ensure early success metrics are defined and tracked.
Identify expansion potential during onboarding and hand off to Account Management where relevant.
Maintain clear internal documentation of signals and customer insights.

Scaled / Tech-Touch Success

Oversee a broader portfolio of lower-touch accounts using a scalable approach.
Collaborate with different team members to develop scaled Success frameworks and strategies.
Leverage product usage data and automation.
Execute structured outreach campaigns in collaboration with CS Ops.
Escalate accounts into higher-touch engagement when necessary.

Customer Advocacy & Product Feedback

Act as the voice of the customer internally.
Provide structured feedback to Product based on customer trends.
Contribute to customer advocacy initiatives such as case studies and reference programs where appropriate.

Your profile

Educational Background: Bachelor’s degree in Business, Computer Science, or a related field.
Experience: 2-3 years in Customer Success, Account Management, or Account Executive roles, with a proven track record of success.
Startup Expertise: Hands-on experience in a Series A/Series B startup, where you've thrived in a dynamic, 'figure it out' environment and worn multiple hats.
Technical Proficiency: Experience with technical and/or SaaS products, with the ability to understand and articulate complex concepts.
Communication Skills: Outstanding verbal, written, and presentation skills, with the ability to communicate effectively with diverse audiences.
Team Collaboration: Strong ability to work independently and as part of a team, contributing to a collaborative and supportive work environment.
Prioritisation: Expert at prioritising tasks and applying Pareto’s Principle to focus on the 20% of activities that drive 80% of results.
Organisational Excellence: Exceptional organisational and time management skills, capable of handling multiple projects simultaneously without compromising quality.
Process Improvement: Process-oriented mindset passionate about continuously refining and improving workflows.
Customer-Centric: Deep passion for customer service, committed to understanding and addressing customer needs.
Curiosity & Inquisitiveness: A natural curiosity and eagerness to learn, always seeking to understand and explore new ideas.
Empathy & Kindness: Genuine kindness and empathy towards people at all levels of the organisation, fostering a positive and inclusive workplace culture.

Why us?

Competitive Salary. Check our salary calculator at https://www.codacy.com/careers
Variable compensation linked to renewals, expansions and cross-sell opportunities
Comprehensive health insurance
Generous learning and development budget;
Flexible holidays;
Flexible working hours;
A remote first work policy (Applicants must be based in the UK or Portugal)

We are an equal opportunity employer and encourage all applications irrespective of gender, race, sexual orientation, religion, age, nationality, marital status, and disability. We believe that diversity is at the heart of innovation and we welcome passionate candidates from all backgrounds.

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About us

Codacy builds tools that allow thousands of developers to improve the security and quality of software products, whether it’s written by humans or AI. Our vision is to help software businesses build a future they can trust.

We're curious, funny, radically honest, yet kind, and thrive on collaboration and transparency. We're a team of highly dedicated and ambitious domain experts brought together by the mission to help development teams reach their full potential and driven by having a worldwide impact on software development.

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We are looking forward to hearing from you!

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