{"id":3711755,"url":"https://alion.io/job/coderpad-enterprise-customer-success-manager","title":"Enterprise Customer Success Manager","company":{"id":3734,"name":"CoderPad","domain":"coderpad.io","url":"https://alion.io/company/coderpad","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":150000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-03T18:00:35Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-08T07:53:40Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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).\nCoderPad serves more than 4,000 customers in over 165 countries.\nYou will advise customers with 10,000+ employees, support qualified opportunities before close, and remain the primary customer contact after close.\nThe SAE owns the sale; Solutions Engineering supports technical validation and pilots. You own implementation readiness, onboarding, adoption, value realization, and expansion identification.\nYour portfolio includes existing and new customers. Balance presales, onboarding, and ongoing engagement based on customer goals, complexity, value, risk, and strategic opportunity.\nThis role reports to the Head of Customer Success.\nWhat you'll be doing:\nManage existing and new enterprise accounts with your SAE through shared account plans and clear ownership.\n\nJoin qualified deals before scope and service commitments are finalized to validate outcomes, readiness, and post-sale expectations.\n\nCreate 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.\n\nLead onboarding, change management, and adoption across teams and regions, adjusting hands-on support as customer needs change.\n\nBuild relationships across Talent Acquisition, Engineering, business leadership, IT, and Security, with executive sponsorship.\n\nLead success plans, QBRs, and executive reviews that demonstrate adoption, business outcomes, and ROI.\n\nOwn renewal strategy, forecasting, and execution. Address risk early and meet GRR and NRR targets.\n\nIdentify expansion opportunities and prepare customers for growth. The named Sales owner owns expansion qualification, pricing, negotiation, and close.\n\nLead escalations and coordinate internal teams to resolve blockers, keeping customers and your SAE aligned.\n\nBuild enterprise onboarding, migration, and engagement playbooks, share insights with Sales, Marketing, and Product, and mentor CSMs.\n\nKeep customer plans, stakeholders, health, and forecasts current in Salesforce and Gainsight. Surface account complexity, onboarding workload, and presales commitments for capacity planning.\n\nUse Gainsight, CS Orchestrator/Potts, and AI to scale preparation, monitoring, and follow-up, reviewing outputs and retaining accountability.\n\nWhat you should bring:\n7+ years in Customer Success, Enterprise Account Management, or strategic consulting, preferably in SaaS.\n\nBachelor’s degree in Business, IT, or a related field.\n\nSuccess retaining enterprise customers, onboarding new accounts, and delivering measurable adoption and business outcomes.\n\nExperience partnering with enterprise sellers on presales, account planning, and expansion, ideally in a pod.\n\nExecutive presence and clear communication to align buyers and implementation teams on scope and expectations.\n\nStrong business and data judgment, translating customer signals into ROI, risk mitigation, and growth opportunities.\n\nAbility to lead across functions and balance customer needs, onboardings, and presales work.\n\nExperience with scoped onboarding plans, custom assessment commitments, change management, executive reviews, and renewal forecasting.\n\nProficiency in Gainsight or a similar CS platform and CRM tools to guide customer engagement.\n\nDaily AI fluency and workflow automation experience, with sound judgment and critical review of outputs.\n\nHelpful experience: Salesforce, Gainsight, CS Orchestrator/Potts, enterprise integrations, security, competitive migrations, or technical hiring and HR technology.\n\nWhat success looks like:\nStrong GRR and NRR across existing and new enterprise accounts.\n\nTimely presales input, documented scope, and joint onboarding plans before handover.\n\nFaster time-to-value through aligned stakeholders and onboarding tailored to customer needs.\n\nExecutive sponsorship, sustained adoption, measurable ROI, strong NPS/CSAT, early risk mitigation, and accurate forecasts.\n\nShared pod plans and clear ownership, with expansion opportunities handed to Sales for commercial execution.\n\nRepeatable playbooks and automation, with workload visibility supporting sustainable CS capacity.\n\nWhy join us:\nHelp build our enterprise motion while delivering outcomes for existing and new customers.\n\nShape the Sales/CS partnership in a pod with one Enterprise SAE.\n\nPartner with senior customer leaders and teams across CoderPad.\n\nBuild playbooks and AI workflows in a culture of ownership and measurable impact.\n\nDevelop toward Principal or CS leadership roles as the enterprise motion grows.","description_format":"text","description_chars":4765,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United 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