Senior Customer Success Manager

Coder Pad
’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.

Coder Pad is looking for a Senior Customer Success Manager for our Mid-Market team. This 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.

This role reports to our Head of Customer Success.

The required timezone for this role is CST OR EST.

• 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.

• 5+ years of experience as a Customer Success Manager in a fast‑paced company. Ideally, focused on mid‑market and having goals that are both renewal and expansion focused.
• Experience with strategic relationship management. Building deep, long‑term relationships with customer stakeholders.
• The ability to problem solve and take initiative. You anticipate challenges and drive toward solutions collaboratively.
• Analytical Thinking: you interpret customer and usage data to guide proactive actions within your accounts.
• Experience with cross‑functional collaboration: partnering with sales, product, support, and other internal teams to drive results for your accounts.
• Bonus points for experience within the recruiting, talent acquisition, and/or hiring industry.

• Renewal Rate (GRR & NRR) within assigned portfolio
• Customer Health / Adoption Metrics
• Customer Satisfaction (NPS / CSAT)
• Effective Risk Mitigation
• Influence on Expansion Outcomes
• Completion & Impact of Success Plans
• Quality of Business Reviews & Customer Feedback

Coder Pad is on a mission to fix the technical interview process. We serve over 3,800 customers and have hosted more than 4 million technical interviews in 90+ programming languages since our launch in 2013.

Through its simplicity, speed and accuracy, Coder Pad has become a leading interview platform for hiring teams that need a reliable solution to better evaluate technical candidates — and more fairly! It works like an IDE to emulate real-world scenarios and is easily personalized to specific team needs, ensuring a positive experience for both candidate and interviewer alike. That’s why top companies around the world, like Spotify, Linked In, and Lyft rely on Coder Pad to help them prioritize quality talent and scale their hiring efforts.

• Meaningful work with high impact for a well-loved product
• Competitive, market‑rate salaries
• Stock options with a 4‑year vesting schedule
• Medical, dental, and vision insurance (90% covered for employees and dependents)
• Flexible Spending Account (FSA)
• 401K with profit sharing
• Unlimited paid time off with an expectation of taking 3 weeks annually in addition to 20 company holidays
• R…