Customer Success Manager

We are seeking a Customer Success Manager (CSM) to help our customers escape decades of technical debt and accelerate their business outcomes like never before. You will be responsible for building and maintaining strong relationships with our customers, ensuring their success with our platform and influencing product adoption and retention.

This is a critical role that requires a blend of strategic relationship building, proactive risk management, consultative problem-solving, and a passion for helping customers achieve their business objectives.

You will also play a key role helping a fast-growing startup scale our ability to deliver a world-class customer experience, and bring a data-driven approach to understanding customer health and expansion opportunities.

• Customer Relationship Management:
  
  • Serve as the primary point of contact and trusted advisor for a portfolio of customers.
  • Develop and maintain strong, long-lasting relationships with key stakeholders, including developers, technical leads, champions, and executive sponsors.
  • Understand our customer business objectives and challenges to effectively position our platform and services value
• Product Adoption & Success:
  
  • Guide customers through the onboarding process with support from Moderne engineering, to ensure successful implementation of our platform.
  • Help our customers understand best practices for adoption and scale
  • Proactively monitor customer health, identify potential risks, and develop strategies to mitigate them.
  • Conduct regular reviews with customers to assess progress, discuss new opportunities, and address any concerns.
• Product Advocacy & Support:
  
  • Act as a liaison between customers and our product/engineering teams, relaying feedback and advocating for customer needs.
  • Provide platform guidance and best practices to help customers optimize their use of the platform.
  • Collaborate with supporting teams to ensure timely resolution of customer issues.
• Renewal & Expansion:
  
  • Identify opportunities for account expansion and collaborate with sales to drive upsell and cross-sell initiatives.
  • Work to ensure high customer satisfaction and retention rates.
• Customer Success Practice
  
  • Help bootstrap or improve our CS templates, tools, and processes to support the customer journey, improve account intelligence, and influence product roadmaps.
  • Collaborate with other customer-facing roles to bring a Customer-centric mindset to all interactions.

• Bachelor's degree in Computer Science, Engineering, Business, or a related field.
• 10+ years of experience in customer success, technical account management, consulting, or a similar client-facing role
• Strong understanding of enterprise IT and software development lifecycles, preferably having been involved with shipping and maintaining software in past roles
• Proven ability to build and maintain strong relationships with technical and business stakeholders.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to manage multiple engagements simultaneously and prioritize tasks effectively.
• A strong customer-centric mindset with a passion for helping others succeed.

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Bonus Points If You Have:

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• Experience with developer platforms and tools, including CLIs
• Experience working on enterprise modernization initiatives
• Experience in growth startups

Moderne is a developer-first platform that automates code remediation and modernization across large, complex codebases. Built on OpenRewrite, Moderne enables organizations to analyze and transform code at scale—across hundreds or thousands of repositories simultaneously. Teams use Moderne to eliminate tech debt, accelerate migrations, and improve software security and quality—with precision, speed, and confidence.