Customer Success Manager at Contentstack

Feedinkoo; United States; Remote; USD 90,000 - 100,000; Full time

Job summary

An innovative firm is seeking a dynamic Customer Success Manager to join their vibrant team. In this role, you will foster strong relationships with key stakeholders, ensuring customer satisfaction while driving engagement with their products. Your expertise in Enterprise SaaS will be invaluable as you tailor solutions to meet client needs and proactively address challenges. This is a unique opportunity to be part of a collaborative tribe that values growth, creativity, and fun in the workplace. If you are passionate about customer success and ready to make a meaningful impact, this role is perfect for you!

Benefits

Spontaneous office happy hours

Organized outings

Community volunteer opportunities

Qualifications

• 5-8 years of customer success experience required.
• Proven ability to build trust and rapport with customers.

Responsibilities

• Establish and nurture relationships with key customer stakeholders.
• Act as the main point of contact for customer inquiries and concerns.
• Monitor and track customer usage to identify upselling opportunities.

Skills

Customer Success Management

Enterprise SaaS Experience

Communication Skills

Problem Solving

Relationship Building

Performance Metrics

Job description

Contentstack and its employees are dedicated to the customers and communities they serve. The company is recognized for its unmatched customer care and tradition of giving back globally through the Contentstack Cares program, including proud support of Pledge 1% and Girls Who Code.
Learn more at www.contentstack.com.

Who Are We?

At Contentstack we are more than colleagues, we are a tribe. Our vision is to pursue equity among our communities, employees, partners, and customers. We are global-diverse yet close; distributed yet connected. We are dreamers and dreammakers who challenge the status quo. We do the right thing, even when no one is watching. We are curious trendspotters and brave trendsetters. Our mission is to make Contentstack indispensable for organizations to tell their stories and to connect with the people they care about through inspiring, modern experiences. We care deeply about our customers and the communities we serve. #OneTeamOneDream. Chalo, let’s go!

What Are We Looking For?

Contentstack is looking for a Customer Success Manager to join our innovative, fun, and fast-paced team where your contributions will have a meaningful impact! We’d love to hear from you! Here’s what you’ll be doing:

1. Establish and nurture strong relationships with key customer stakeholders to understand their business objectives and challenges.
2. Act as the main point of contact for customers, addressing their inquiries, concerns, and requests in a timely and professional manner.
3. Collaborate with the sales team during the onboarding process to ensure a smooth transition from sales to implementation.
4. Understand customers’ specific goals and tailor solutions that align with their needs and objectives.
5. Monitor and track customer usage and engagement with our products and services, identifying opportunities for upselling or cross-selling.
6. Proactively identify potential issues or roadblocks and work with internal teams to develop solutions.
7. Conduct regular check-ins and business reviews with customers to assess satisfaction, address concerns, and explore opportunities for improvement.
8. Serve as an advocate for customers within the organization, ensuring their needs are understood and prioritized.
9. Collaborate with the product and development teams to provide customer feedback and insights for product enhancement.
10. Prepare and deliver reports to customers, showcasing the value they have gained from our products and services.

What Really Gets Us Excited About You?

• 5-8 years of customer success experience
• Experience with Enterprise SaaS software (preferably CMS or composable DXP)
• Excellent communication skills both with customers and internally
• A calm, steady hand in the face of customer issues. Ideally, you can regale the hiring manager with stories about how you turn frustrated customers into champions
• Strong track record of defining and executing against key performance indicators
• Ability to build trust and rapport with customers
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Creative and enthusiastic
• Regular travel is exciting to you
• You like to have fun!

Salary for this role ranges from $90,000 – 100,000 base plus commission based on skillset and experience.

What Do We Offer?

Interesting Work | We hire curious trendspotters and brave trendsetters. This is NOT your boring, routine, cushy, rest-and-vest corporate job. This is the “challenge yourself” role where you learn something new every day, never stop growing, and have fun while you’re doing it.

Tribe Vibe | We are more than colleagues, we are a tribe. We have a strict “no a**hole policy” and enforce it diligently. This means we spend time together – with spontaneous office happy hours, organized outings, and community volunteer opportunities. We are a diverse and distributed team, but we like to stay connected.

Bragging Rights | We are dreamers and dream makers. Our efforts pay off and we work with the most prestigious brands, from big-name retailers to airlines, to professional sports teams. Your contribution will make an impact with many of the most recognizable names in almost every industry including AirFrance KLM, ASICS, Burberry, Mattel, Mitsubishi, Walmart, and many more!

One Team One Dream | This is one of our values, and it shows. We don’t believe in artificial hierarchies. If you’re part of the tribe, you have an opportunity to contribute. Your voice will be heard and you will also receive regular updates about the business and its performance. Which, btw, is through the roof, so it’s a great time to be joining…