Enterprise Customer Success Manager

CoderPad

7d•$150,000 - $160,000•Remote

About The Position

CoderPad is seeking an Enterprise Customer Success Manager to support its 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. The role advises customers with 10,000+ employees, supports qualified opportunities before close, and serves as the primary customer contact after close. The SAE owns the sale, while Solutions Engineering supports technical validation and pilots. The Customer Success Manager owns implementation readiness, onboarding, adoption, value realization, and identifying expansion opportunities. The portfolio includes existing and new customers. The role balances presales, onboarding, and ongoing engagement according to customer goals, complexity, value, risk, and strategic opportunity. It reports to the Head of Customer Success. The successful candidate will partner with the SAE on shared account plans, contribute to qualified presales opportunities, and coordinate scoped onboarding plans before handover. They will lead onboarding, change management, adoption, success planning, executive reviews, renewal strategy, escalations, and internal playbook development. They will maintain customer and forecast information in Salesforce and Gainsight and use Gainsight, CS Orchestrator/Potts, and AI to scale their work while reviewing outputs and retaining accountability. Success includes strong GRR and NRR, timely presales input and documented scope, faster time-to-value, executive sponsorship, measurable ROI, sustained adoption, strong NPS/CSAT, early risk mitigation, accurate forecasts, clear pod ownership, and repeatable playbooks and automation. The position offers an opportunity to build CoderPad's enterprise motion, shape the Sales/CS partnership, work with senior customer leaders, build playbooks and AI workflows, and develop toward Principal or CS leadership roles. Compensation includes base salary and variable compensation. The stated annual compensation range is $150,000–$160,000, with a base salary range of $120,000–$128,000. Exact salary depends on skills, experience, location, market ranges, and other compensation. The salary range excludes equity and company-wide benefits. CoderPad is a geographically distributed company. Benefits listed for full-time US-based employees may vary by country of residence and employment type. Applicants must have the permanent and unrestricted right to work in their country of residence without present or future company sponsorship. CoderPad says applicants will be considered regardless of race, color, national origin, religion, age, gender identity, sexual orientation, or veteran or disability status, and emphasizes a diverse, inclusive culture.

Requirements

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.
Permanent and unrestricted right to work in the country of residence without present or future sponsorship from CoderPad.

Nice To Haves

Salesforce experience.
Gainsight experience.
CS Orchestrator/Potts experience.
Enterprise integrations experience.
Security experience.
Competitive migrations experience.
Technical hiring or HR technology experience.

Responsibilities

Manage existing and new enterprise accounts with the 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, documenting 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, including executive sponsorship.
Lead success plans, QBRs, and executive reviews demonstrating 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; hand commercial expansion qualification, pricing, negotiation, and close to the named Sales owner.
Lead escalations and coordinate internal teams to resolve blockers while keeping customers and the 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.
Surface account complexity, onboarding workload, and presales commitments for capacity planning.
Use Gainsight, CS Orchestrator/Potts, and AI to scale preparation, monitoring, and follow-up, reviewing outputs and retaining accountability.

Benefits

Stock options with a 4-year vesting schedule.
Medical, dental, and vision insurance, with 90% covered for employees and dependents.
Flexible Spending Account (FSA).
401K with profit sharing.
Unlimited paid time off, with an expectation of taking 3 weeks annually, in addition to 20 company holidays.
Remote-friendly environment with monthly work-from-home stipend.
Parental leave: 16 weeks for primary caregivers and 12 weeks for secondary caregivers.
Short- and long-term disability and life insurance coverage.
Choice of laptop computer.
Internal mobility and growth opportunities.
Competitive, market-rate salaries.
Meaningful work with high impact for a well-loved product.