Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of account strategies for a portfolio exceeding $5M ARR, encompassing around 20–25 enterprise accounts.

• Act as a strategic partner throughout the entire customer lifecycle.

• Create multi-year success plans that align with digital transformation objectives, adoption milestones, and quantifiable business results.

• Cultivate strong relationships with executive stakeholders, including VP Marketing/CMO, Head of Digital, and VP Engineering/CTO.

• Recognize and mitigate risks related to churn, contraction, competitive displacement, and executive disengagement.

• Formulate recovery strategies as necessary.

• Manage and project retention targets utilizing usage, adoption, health, and engagement metrics.

• Lead Executive Business Reviews and customer workshops to demonstrate ROI and measurable outcomes.

• Own an expansion quota, identifying, negotiating, and closing upsell and volume-growth opportunities.

• Provide guidance to customers on scaling Contentstack implementations and optimizing workflows without handling the technical aspects.

• Mentor and coach CSMs in strategic account management, executive engagement, commercial strategy, and risk management.

• Bring customer insights to the organization and enhance the CS playbook, platform, processes, and overall customer experience.

• Utilize AI and Customer Success tools to manage the portfolio, pinpoint risks and opportunities, and enhance outcomes.

• Collaborate with Sales, Product, Marketing, and other teams to promote customer outcomes and drive commercial growth.

⛳️ Requirements

• 8–12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer-facing role.

• A Bachelor's degree is preferred; certifications in Customer Success, sales, or negotiation are advantageous.

• A proven history of taking ownership and meeting commercial targets, including NRR, gross retention, renewals, and/or expansion.

• Experience in managing a complex enterprise book of business after implementation.

• Strong commercial awareness, including experience with renewals, expansion opportunities, negotiations, and forecasting.

• Outstanding communication and negotiation skills with the ability to influence C-level stakeholders and establish trusted executive relationships.

• Ability to convert customer data and insights into retention strategies, business reviews, and expansion opportunities.

• Familiarity with composable/MACH architecture, APIs, and integrations.

• Proficient with CRM and Customer Success tools such as Salesforce, Gong, and WorkRamp.

• Fluency in AI tools and technologies, including Claude.

• Proven ability to leverage AI for portfolio management, analysis, productivity, and problem-solving.

• Highly organized and data-oriented, with a keen attention to detail.

• Capability to mentor and influence others without direct authority.

• Must be located in the Central Time Zone; being based in Austin, TX, is a significant plus.

• Willingness to travel occasionally.

🏝️ Benefits

• Opportunity to collaborate with prestigious global brands.

• Enjoy spontaneous office happy hours.

• Participate in organized team outings.

• Engage in community volunteer opportunities.

• Experience a collaborative, diverse, and distributed team culture.

• Receive regular business and performance updates.

• Have opportunities to contribute regardless of organizational hierarchy.

• Access to learning and growth opportunities.

• Enjoy occasional travel opportunities.