Enterprise Customer Success Manager

CoderPad serves more than 4,000 customers in over 165 countries. 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).

You will advise customers with 10,000+ employees, support qualified opportunities before close, and remain the primary customer contact after close.

The SAE owns the sale; Solutions Engineering supports technical validation and pilots. You own implementation readiness, onboarding, adoption, value realization, and expansion identification.

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. The named Sales owner owns expansion qualification, pricing, negotiation, and close.
• 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. 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.

What you should bring:

• 7+ years in Customer Success, Enterprise Account Management, or strategic consulting, preferably in SaaS.
• A 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, onboarding, 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.
• Helpful experience: Salesforce, Gainsight, CS Orchestrator/Potts, enterprise integrations, security, competitive migrations, or technical hiring and HR technology.

What success looks like:

• Strong GRR and NRR across existing and new enterprise accounts.
• Timely presales input, documented scope, and joint onboarding plans before handover.
• Faster time-to-value through aligned stakeholders and onboarding tailored to customer needs.
• Executive sponsorship, sustained adoption, measurable ROI, strong NPS/CSAT, early risk mitigation, and accurate forecasts.
• Shared pod plans and clear ownership, with expansion opportunities handed to Sales for commercial execution.
• Repeatable playbooks and automation, with workload visibility supporting sustainable CS capacity.

Why join us:

• Help build our enterprise motion while delivering outcomes for existing and new customers.
• Shape the Sales/CS partnership in a pod with one Enterprise SAE.
• Partner with senior customer leaders and teams across CoderPad.
• Build playbooks and AI workflows in a culture of ownership and measurable impact.
• Develop toward Principal or CS leadership roles as the enterprise motion grows.