Senior Customer Success Manager

Contentstack; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Contentstack is seeking a Sr. Customer Success Manager to own a $5M+ ARR portfolio across 20–25 enterprise accounts. You will serve as the strategic partner throughout the customer lifecycle, driving adoption, retention, and expansion.

You will build executive relationships with COOs, CTOs, and VP-level sponsors, lead EBRs, and translate customer insights into measurable business outcomes. Occasional travel is required in the US.

Qualifications

• 8–12 years in Customer Success, Account Management, Enterprise SaaS, or related role.
• Experience managing a complex enterprise book post-implementation.
• Bachelor's degree preferred; CS, sales or negotiation certifications are a plus.
• Excellent communication and negotiation skills with ability to influence C-level stakeholders.
• Willingness to travel occasionally.

Responsibilities

• Own a $5M+ ARR portfolio across 20–25 enterprise accounts.
• Lead Executive Business Reviews (EBRs) and customer workshops to demonstrate ROI.
• Identify churn risks and develop recovery strategies.
• Forecast retention and expansion opportunities across your portfolio.
• Collaborate with Sales, Product, Marketing, and other teams to drive outcomes.
• Mentor and coach CSMs on strategic account management and risk.
• Advise customers on scaling Contentstack implementations and adoption.
• Leverage AI tools to manage the portfolio and improve customer outcomes.

Skills

Executive relationships

Strategic account mgmt

Churn prevention

Forecasting & analytics

Cross-functional collaboration

Mentoring teammates

Education

Bachelor's degree

Tools

Salesforce

Gong

WorkRamp

Job description

• We are seeking an experienced and strategic Sr. Customer Success Manager to join our growing Customer Success team. This is a senior-level individual contributor role responsible for managing a portfolio of our highest-value enterprise customers, representing a minimum of $5M in ARR across approximately 20-25 accounts. You'll serve as the primary strategic partner throughout the customer lifecycle, helping customers realize, sustain, and grow their investment in Contentstack
• This is not a traditional relationship management role. You'll navigate complex, multi-stakeholder organizations, build executive relationships, drive adoption, protect retention, and identify opportunities for expansion. You'll develop a deep understanding of each customer's business outcomes, digital transformation goals, workflows, and investment in Contentstack
• Contentstack is an AI-forward company, and we bring practical experience using AI tools and technologies to improve how we work, learn, solve problems, and drive impact. If you're looking to make a meaningful impact with some of the world's leading brands, we'd love to hear from you!
• Own account strategies across a $5M+ ARR portfolio of approximately 20-25 enterprise accounts, serving as the strategic partner throughout the customer lifecycle
• Develop multi-year success plans aligned to customers' 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 proactively address churn, contraction, competitive displacement, and executive disengagement risks, developing recovery strategies when needed
• Own and forecast retention targets using usage, adoption, health, and engagement indicators
• Lead Executive Business Reviews (EBRs) and customer workshops that demonstrate ROI and connect Contentstack to measurable business outcomes
• Own a defined expansion quota and identify, negotiate, and close upsell and volume-growth opportunities within your portfolio
• Advise customers on best practices for scaling their Contentstack implementation, evolving workflows, and expanding strategic adoption 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 evolution of the CS playbook, platform, processes, and customer experience
• Leverage AI and CS tooling to manage your portfolio efficiently, identify risks and opportunities, and improve customer outcomes
• Collaborate cross-functionally with Sales, Product, Marketing, and other teams to drive customer outcomes and commercial growth

Strong commercial acumen, including experience with renewals, expansion opportunities, negotiations, and forecastingBachelor's degree preferred; Customer Success, sales, or negotiation certifications are a plusExperience managing a complex enterprise book of business post-implementation8-12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer-facing roleExceptional communication and negotiation skills, with the ability to influence C-level stakeholders and build trusted executive relationshipsProven track record of owning and achieving a commercial number, including NRR, gross retention, renewals, and/or expansionStrong ability to translate customer data and insights into retention strategies, business reviews, and expansion opportunitiesYou like occasional travelExperience with CRM and Customer Success tools such as Salesforce, Gong, and WorkRampWorking knowledge of composable/MACH architecture, APIs, and integrations, with the ability to advise customers on scaling existing implementationsYou are located in the Central Time Zone; Austin, TX, is a big plusCollaborative, curious, and able to mentor and influence others without direct authorityHighly organized and data-driven, with a bias for action and strong attention to detailFluency with AI tools and technologies, including Claude, and demonstrated ability to use AI for portfolio management, analysis, productivity, and problem-solvingYou value a collaborative, fun culture!