clients Codecov

Customer Success Manager



Job Type






Skill Set


Customer Support

Job Details

Since our founding in 2015, Codecov has evolved from a one person team to a distributed remote family. We have team members all across the world and we’re committed to building disruptive testing tools and code coverage reports that will allow developers to develop healthier code. Similar to the customers we serve, Codecov is a diverse group of curious and creative individuals. Join us on a mission to devise, validate, and oversee the creation of software testing and code coverage products.
Customer Success Managers (CSMs) work with existing customers on a mix of sales, product expertise, and are the main point of contact for our customers at Codecov. The key component of success for this role is to increase each customer’s per license count and usage of Codecov while maintaining customer happiness, reference-ability, and retention.
CSMs will work cross-functionally with support, engineering, product, marketing, and other teams to drive a positive customer experience while establishing deep and meaningful relationships with our users. They will also act as internal advocates for customers, and bring customer insight to appropriate teams to constantly improve business value for our customers.
Our first CSM hire at Codecov will be focused on customers’ success with the platform first and foremost – coupled with empathy and drive that will enable each customer to drive usage upward in line with our product-led growth strategy. As our first CSM hire, this individual will have a unique opportunity to contribute to the growth and development of our product in meaningful ways by being the advocate of the customer and the business itself. This individual will also have a unique opportunity to contribute meaningfully to our GTM strategy on the customer success side and implement processes that will set our customer success team up for success. This individual must be a self-starter, a team player, and have the capacity to work very efficiently in an always-changing startup environment.

You Will
  • Increase usage horizontally and vertically by identifying areas of potential growth within each account from SMB to Enterprise.
  • Prevent churn by maintaining strong and meaningful relationships with customers.
  • Co-lead troubleshooting calls with our SE to resolve any technical issues
  • Maintain consistent outreach to “high-touch” accounts
  • Utilize data to drive outreach to users primed for upsell and users who are showing minimal usage
  • Strategically collaborate with customers to develop their success road map.
  • Collaborate with your team, Marketing, Technical Success Managers, Product and Support when appropriate.
  • Identify product feedback from customers, spotting trends, and surfacing them to help shape the product road map.

You Have
  • Proven enterprise account management experience or customer success management experience in a (mostly digital) customer-facing role.
  • Expertise working with a technical product and with technical personas
  • Technical mindset. Desire to learn a technical product, industry, and work with highly technical personas
  • Efficiency. Able to produce significant output with minimal wasted effort.
  • Driven, self-starter mentality. Someone who takes initiative where something needs to be done
  • Analytical skills. Able to follow instructions and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.
  • Flexibility/adaptability. Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change that is natural in a startup environment.
  • Leadership. Startups like ours have immense autonomy, we’d love this CSM to be a natural leader and someone eager and excited to build process/strategy in this role
  • Strategic thinking/visioning. Able to see and communicate the big picture in an inspiring way. Determines opportunities and threats through comprehensive analysis of current and future trends.
  • Work ethic. Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard.
  • Communication. Speaks and writes clearly and articulates without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail.

  • Medical, Dental, Vision (100% paid)
  • 401K at 3% contribution
  • Vacation (Unlimited, at least 1 week per quarter encouraged)
  • Remote Work - you can work anywhere between GMT-8 and GMT+3
  • 4 day work week model
  • Professional Development (Classes, coaching, and more)
  • Yearly company meet up in global location (2022 was in Portugal)
  • Yearly meet up for Revenue organization
* The above benefits are for US employees. However, we strive to achieve parity with these benefits globally.