Senior Customer Success Manager - bilingual EN/FR

Job Description

We are looking for a Senior Customer Success Manager to join our Customer Success team in Ireland (full remote).

What does a Senior Customer Success Manager, EMEA at CoderPad do?

CoderPad CSMs partner with technical hiring and engineering leaders to make sure they get real, measurable value from our platform, and keep coming back to it as their hiring needs grow. As the global leader in the technical interview space, with 4,000+ customers in 165+ countries, our goal as a Customer Success team is to drive retention, expansion, and advocacy across our customer base by helping customers achieve outcomes that matter to their business, not just adoption for its own sake.

This role owns a book of strategic EMEA accounts, with a particular focus on French-speaking customers. You'll run executive-level relationships, own renewal and expansion outcomes, and be the CS voice for the region.

This role reports to the VP of Customer Success and is located in Ireland.

What you'll be doing

• Owning a portfolio of strategic EMEA accounts, accountable for retention, expansion, and account health.
• Building and executing account plans for top accounts, tied to each customer's actual business goals.
• Running QBRs in both English and French to reinforce value and deepen the relationship.
• Monitoring account health through usage data and qualitative signals, and getting ahead of risk before it turns into churn.
• Owning renewal conversations end to end, including negotiation, in close partnership with Sales.
• Identifying and driving expansion opportunities alongside Sales.
• Generating referenceable customer wins: case studies, testimonials, referrals.
• Representing the voice of the customer internally to shape product and CS decisions.
• Using AI tools daily to work efficiently, from QBR prep to account research to usage summaries.

What you should bring

The CoderPad Interview Process

Your actual interview plan has more stages than the template's default four, so I'd list it out explicitly rather than use the generic version, so candidates know what they're signing up for:

• 5+ years in customer success, account management, or strategic consulting, ideally in SaaS or a technical hiring platform.
• Bilingual English/French at a business and executive level. You'll be running QBRs and negotiating renewals in French.
• Proven experience managing executive relationships with a consultative, solution-oriented approach.
• Strong commercial acumen across renewals, upsells, expansion strategy, and contract negotiation.
• Comfort analyzing usage and business data to turn it into action, not just reporting.
• Daily, hands-on use of AI tools in your current workflow. You should be able to speak to specific ways you use them, not just that you do.
• Qualify Application (30 min)
• Recruiter phone screen (30 min)
• Hiring manager interview (45 min)
• Screen assessment (30 min)
• Panel interview (3X30 min)
• Final interview with our CEO (30 min)