Senior Enterprise CSM: AI-Driven Growth & Retention

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

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.