Senior Customer Success Manager

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $115k - $135k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Contentstack

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2018

💼 Consulting

📣 Marketing

✈️ Travel

Consulting • Marketing • Travel

Contentstack is a headless content management system (CMS) that provides businesses with a flexible and scalable platform to manage and deliver content across various digital channels. Recognized as a visionary in the digital experience platform (DXP) space, Contentstack offers API-first capabilities that deliver seamless digital customer experiences. The platform enables personalization, automation, and integration of content for diverse industries such as retail, financial services, and travel, helping organizations to innovate quickly and enhance customer engagement.

📋 Description

• Own account strategies across a $5M+ ARR portfolio of approximately 20–25 enterprise accounts • Serve as the strategic partner throughout the customer lifecycle • Develop multi-year success plans aligned to digital transformation goals, adoption milestones, and measurable business outcomes • Build trusted relationships with executive stakeholders, including VP Marketing/CMO, Head of Digital, and VP Engineering/CTO • Identify and address churn, contraction, competitive displacement, and executive disengagement risks • Develop recovery strategies when needed • Own and forecast retention targets using usage, adoption, health, and engagement indicators • Lead Executive Business Reviews and customer workshops demonstrating ROI and measurable outcomes • Own an expansion quota and identify, negotiate, and close upsell and volume-growth opportunities • Advise customers on scaling Contentstack implementations and evolving workflows without owning the technical build • Mentor and coach CSMs on strategic account management, executive engagement, commercial strategy, and risk management • Bring customer insights to the organization and contribute to the CS playbook, platform, processes, and customer experience • Leverage AI and Customer Success tooling to manage the portfolio, identify risks and opportunities, and improve outcomes • Collaborate with Sales, Product, Marketing, and other teams to drive customer outcomes and commercial growth

🎯 Requirements

• 8–12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer-facing role • Bachelor’s degree preferred; Customer Success, sales, or negotiation certifications are a plus • Proven track record of owning and achieving a commercial number, including NRR, gross retention, renewals, and/or expansion • Experience managing a complex enterprise book of business post-implementation • Strong commercial acumen, including renewals, expansion opportunities, negotiations, and forecasting • Exceptional communication and negotiation skills, with the ability to influence C-level stakeholders and build trusted executive relationships • Ability to translate customer data and insights into retention strategies, business reviews, and expansion opportunities • Working knowledge of composable/MACH architecture, APIs, and integrations • Experience with CRM and Customer Success tools such as Salesforce, Gong, and WorkRamp • Fluency with AI tools and technologies, including Claude • Demonstrated ability to use AI for portfolio management, analysis, productivity, and problem-solving • Highly organized and data-driven, with strong attention to detail • Ability to mentor and influence others without direct authority • Located in the Central Time Zone; Austin, TX, is a big plus • Willingness to travel occasionally

🏖️ Benefits

• Opportunity to work with prestigious global brands • Spontaneous office happy hours • Organized team outings • Community volunteer opportunities • Collaborative, diverse, and distributed team culture • Regular business and performance updates • Opportunities to contribute regardless of hierarchy • Learning and growth opportunities • Occasional travel opportunities