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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 internal teams to deliver seamless results.
AI Fluency: Uses AI as a core part of how they work—delegating appropriate tasks, directing AI effectively, critically evaluating outputs, and building AI-enabled workflows that improve the quality and speed of customer work.
Skills Required
- Strategic relationship management and ability to build deep, long-term customer relationships
- Strong communication and influence across users, stakeholders, and business leaders
- Analytical thinking and ability to interpret customer and usage data
- Problem-solving skills and initiative to anticipate challenges and drive collaborative solutions
- Business acumen and ability to align solutions with customer outcomes
- Cross-functional collaboration with Sales, Product, Support, Marketing, and other teams
- AI fluency, including directing AI, evaluating outputs, and building AI-enabled workflows
- Permanent and unrestricted right to work in the country of residence without present or future sponsorship
CoderPad Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CoderPad and has not been reviewed or approved by CoderPad.
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Healthcare Strength — Health coverage is described as comprehensive and heavily subsidized, with medical, dental, and vision often covered around 90% for employees and dependents. Affordable family healthcare is also noted.
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Leave & Time Off Breadth — Policies include unlimited PTO with an expectation to take at least three weeks annually, plus roughly 20 company holidays. This structure provides substantial time away from work.
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Parental & Family Support — Parental leave is described as generous, including about 16 weeks for primary caregivers and 12 weeks for secondary caregivers. These policies indicate meaningful support for new parents.
CoderPad Insights
What We Do
CoderPad is a technical interview platform for leading development teams. It enables a quick, accurate read on a candidate’s skills. CoderPad works like an IDE to help candidates easily share their skills and ensure you understand how they work. Through both collaborative coding sessions and take-home assignments, CoderPad is with you at every stage of the hiring process. CoderPad puts the developer experience first. Its speed and reliability are second to none — and its interface is intuitive and simple to use. It provides a canvas for you to create a personalized interview process that is unique to your team’s needs. Because every team is different — and every candidate wants to learn about you in the hiring process. CoderPad helps you find better technical candidates - faster. It delivers unparalleled experience to both interviewers and candidates. And, as your team grows, it's easy to scale. That’s why nearly 2,000 companies around the world, including Netflix, Slack and Snowflake, rely on CoderPad.
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