Enterprise Customer Success Manager

Role Overview

The Enterprise Customer Success Manager will support the enterprise net-new motion and protect existing customer revenue, working in a pod with one Enterprise Strategic Account Executive (SAE). The role involves advising customers with 10,000+ employees, supporting qualified opportunities before close, and remaining the primary customer contact after close.

What You Will Do

The manager will be responsible for managing existing and new enterprise accounts, joining qualified deals before scope and service commitments are finalized, creating joint Sales/CS onboarding plans, leading onboarding, change management, and adoption across teams and regions, and building relationships across Talent Acquisition, Engineering, business leadership, IT, and Security.

Why It Might Be a Fit

The ideal candidate will have 7+ years of experience in Customer Success, Enterprise Account Management, or strategic consulting, preferably in SaaS, and will be able to retain enterprise customers, onboard new accounts, and deliver measurable adoption and business outcomes.

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

Benefits

• Medical coverage from day one: CoderPad pays 85-90% of employee premiums (90% on the HDHP plan), plus up to $9,000 in HRA funding on the HDHP plan
• Dental and vision: 100% covered for you, up to 80% for dependents
• Company-funded life, short-term and long-term disability coverage
• 401K with profit sharing. You get the company contribution even if you don’t contribute yourself
• Unlimited PTO (we expect at least 3 weeks a year) plus 20 company holidays
• Parental leave: up to 16 weeks (primary) or 12 weeks (secondary) with full pay, benefits and equity vesting
• Remote-first, with a $300 monthly stipend for home office and work expenses
• Wellness perks: Headspace, One Medical and more through Cigna
• Stock options (4-year vesting), competitive salary and growth opportunitie