[Hiring] Enterprise Customer Success Manager @CoderPad

Role Description

We’re looking for an Enterprise Customer Success Manager to support our enterprise net-new motion and protect existing customer revenue, working in a pod with one Enterprise Strategic Account Executive (SAE).

CoderPad serves more than 4,000 customers in over 165 countries. You will advise customers with 10,000+ employees, support qualified opportunities before close, and remain the primary customer contact after close.

Your portfolio includes existing and new customers. Balance presales, onboarding, and ongoing engagement based on customer goals, complexity, value, risk, and strategic opportunity. This role reports to the Head of Customer Success.

What you'll be doing:

• Manage existing and new enterprise accounts with your SAE through shared account plans and clear ownership.
• Join qualified deals before scope and service commitments are finalized to validate outcomes, readiness, and post-sale expectations.
• Create joint Sales/CS onboarding plans before handover: scope, goals, success criteria, stakeholders, responsibilities, and timeline.
• Document custom assessment commitments and involve the SAE through kickoff.
• Lead onboarding, change management, and adoption across teams and regions, adjusting hands-on support as customer needs change.
• Build relationships across Talent Acquisition, Engineering, business leadership, IT, and Security, with executive sponsorship.
• Lead success plans, QBRs, and executive reviews that demonstrate adoption, business outcomes, and ROI.
• Own renewal strategy, forecasting, and execution. Address risk early and meet GRR and NRR targets.
• Identify expansion opportunities and prepare customers for growth.
• Lead escalations and coordinate internal teams to resolve blockers, keeping customers and your SAE aligned.
• Build enterprise onboarding, migration, and engagement playbooks, share insights with Sales, Marketing, and Product, and mentor CSMs.
• Keep customer plans, stakeholders, health, and forecasts current in Salesforce and Gainsight.
• Use Gainsight, CS Orchestrator/Potts, and AI to scale preparation, monitoring, and follow-up.

Qualifications

• 7+ years in Customer Success, Enterprise Account Management, or strategic consulting, preferably in SaaS.
• Bachelor’s degree in Business, IT, or a related field.
• Success retaining enterprise customers, onboarding new accounts, and delivering measurable adoption and business outcomes.
• Experience partnering with enterprise sellers on presales, account planning, and expansion, ideally in a pod.
• Executive presence and clear communication to align buyers and implementation teams on scope and expectations.
• Strong business and data judgment, translating customer signals into ROI, risk mitigation, and growth opportunities.
• Ability to lead across functions and balance customer needs, onboardings, and presales work.
• Experience with scoped onboarding plans, custom assessment commitments, change management, executive reviews, and renewal forecasting.
• Proficiency in Gainsight or a similar CS platform and CRM tools to guide customer engagement.
• Daily AI fluency and workflow automation experience, with sound judgment and critical review of outputs.

Requirements

• Helpful experience: Salesforce, Gainsight, CS Orchestrator/Potts, enterprise integrations, security, competitive migrations, or technical hiring and HR technology.

Benefits

• Medical coverage from day one: CoderPad pays 85-90% of employee premiums (90% on the HDHP plan), plus up to $9,000 in HRA funding on the HDHP plan.
• Dental and vision: 100% covered for you, up to 80% for dependents.
• Company-funded life, short-term and long-term disability coverage.
• 401K with profit sharing. You get the company contribution even if you don't contribute yourself.
• Unlimited PTO (we expect at least 3 weeks a year) plus 20 company holidays.
• Parental leave: up to 16 weeks (primary) or 12 weeks (secondary) with full pay, benefits, and equity vesting.
• Remote-first, with a $300 monthly stipend for home office and work expenses.
• Wellness perks: Headspace, One Medical and more through Cigna.
• Stock options (4-year vesting), competitive salary, and growth opportunities.