Senior Customer Success Manager

CodinGame SA; San Francisco (CA); Hybride; USD 100 000 - 150 000; Plein temps

Résumé du poste

CoderPad is seeking a Senior Customer Success Manager (Mid-Market) to own a book of ~40–50 mid-market accounts. You will drive retention, adoption, satisfaction, and strategic health through proactive engagement and deep relationship management.

The role emphasizes AI fluency to enhance outcomes while maintaining quality and judgment. You will report to the Head of Customer Success and work MST/PST hours from the United States.

Qualifications

• We are looking for a candidate with strong customer-facing and strategic relationship skills.

Responsabilités

• Portfolio ownership of ~40–50 mid-market accounts focusing on retention, adoption, satisfaction, and health.
• Lead onboarding plans to drive rapid time-to-value and strong adoption trajectories.
• Monitor customer health using data and signals to identify at-risk accounts and recommend actions.
• Develop and execute customer success plans aligned to each customer’s goals.
• Drive renewal conversations and collaborate with Sales on mitigations.
• Identify expansion opportunities and influence them through value messaging.

Description du poste

CoderPad's mission is to create a more inclusive and strong tech community.

How? By improving the technical interviewing experience with tools that allow for standardization and consistency, while reducing bias and increasing equality of opportunity.

The Senior Customer Success Manager (Mid-Market) is a strategic, customer-centric role owning a portfolio of ~40–50 mid-market accounts. This role ensures customers achieve measurable business outcomes through proactive engagement, deep relationship management, and strategic execution. Senior CSMs act as trusted advisors who bridge customer goals with product value and long-term success. The CSM is expected to combine strong commercial and customer judgment with high AI fluency, using AI to increase their leverage while maintaining ownership of the quality and judgment behind their work.

This role reports to our Head of Customer Success.

This role is located in the United States and works MST/ PST hours.

What you'll be doing:

• Portfolio Ownership: Manage a book of ~40–50 mid-market customers, focusing on retention, adoption, satisfaction, and strategic health.

• Onboarding & Adoption: Lead onboarding plans to ensure customers realize rapid time-to-value with strong adoption trajectories.

• Customer Health Monitoring: Use data and qualitative signals to proactively identify at-risk accounts and recommend corrective actions.

• Strategic Success Planning: Develop and execute customer success plans that align with each customer’s business goals.

• Renewal Execution: Drive renewal conversations and mitigation strategies, partnering closely with Sales where appropriate.

• Growth Influence: Identify expansion opportunities and influence them through value messaging and coordinated actions with Strategic Account Executives.

• Business Reviews: Conduct periodic business reviews to showcase value delivery and deepen relationships.

• Customer Advocacy: Serve as the voice of the customer internally to drive product improvements and operational refinements.

• Cross-Functional Collaboration: Partner with Product, Support, Marketing, and other teams to ensure a cohesive customer experience.

• AI-Enabled Execution: Use AI tools daily to work faster and more effectively across account research, customer insights, success planning, QBR preparation, risk identification, and internal workflows.

• Strategic Relationship Management: Builds deep, long-term relationships with customer stakeholders.

• Communication & Influence: Articulates value clearly across roles—from daily users to business leaders.

• Analytical Thinking: Interprets customer and usage data to guide proactive actions.

• Problem Solving & Initiative: Anticipates challenges and drives solutions collaboratively.

• Business Acumen: Understands customer business models and aligns solutions to outcomes.

• Cross-Functional Collaboration: Partners with Sales, Product, Support, and other internal teams to deliver seamless results.

• AI Fluency: Uses AI as a core part of how they work—delegating appropriate tasks, directing AI effectively, critically evaluating outputs, and building AI-enabled workflows that improve the quality and speed of customer work.