Senior Customer Success Manager

CoderPad; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

CoderPad is seeking a Senior Customer Success Manager (Mid-Market) to own a portfolio of ~40–50 mid-market accounts in the United States. You will drive retention, adoption, satisfaction, and strategic health, acting as a trusted advisor who links customer goals with product value and long-term success.

You will lead onboarding, monitor health signals, and craft success plans while coordinating with Sales for renewals and expansion opportunities.

Qualifications

• Proven ability to manage strategic relationships with multiple stakeholders.
• Ability to articulate value and influence across roles from end users to executives.
• Data-driven mindset to interpret usage and customer signals.
• Proactive issue resolution and solution orientation.
• Strong business sense and ability to map customer outcomes to product value.
• Collaborates effectively with Sales, Product, Support, and other teams.

Responsibilities

• Portfolio ownership for ~40–50 mid-market accounts.
• Lead onboarding plans to drive rapid value and adoption.
• Monitor customer health and identify at-risk accounts.
• Develop and execute strategic success plans aligned to goals.
• Drive renewal conversations and coordinate with Sales.
• Identify expansion opportunities and influence them with value messaging.
• Conduct periodic business reviews to demonstrate value.
• Advocate for customers to drive product improvements and operational refinements.
• Collaborate cross-functionally to ensure a cohesive customer experience.
• Leverage AI tools daily to improve efficiency across insights and planning.

Skills

Strategic relationship management

Communication influence

Analytical thinking

Problem solving

Business acumen

Cross-functional collaboration

Job description

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.

better the technical interview process for all.

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 CST/ EST 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.

What you should bring:

• 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