Senior Enterprise CSM: Drive ROI for $5M+ Accounts

Contentstack; Austin (TX); On-site; USD 115,000 - 135,000; Full time

Benefits offered by this job

Interesting Work

Tribe Vibe

Bragging Rights

One Team One Dream

Job summary

Contentstack is seeking a Sr. Customer Success Manager to manage a $5M+ ARR portfolio across 20–25 enterprise accounts. You’ll be the strategic partner through the customer lifecycle, driving adoption, retention, and expansion while navigating multi-stakeholder organizations.

You’ll build executive-level relationships, forecast retention, and lead business reviews to demonstrate ROI. A Bachelor’s degree and CS/SALES certifications are a plus; located in the Central Time Zone is preferred.

Qualifications

• 8–12 years in Customer Success, Account Management, or enterprise SaaS sales.
• Proven track record with renewals, renewals, and expansions.
• Strong ability to influence C-level stakeholders and negotiate effectively.

Responsibilities

• Own account strategies across a $5M+ ARR portfolio of 20–25 enterprise accounts.
• Develop multi-year success plans aligned to digital transformation goals and measurable outcomes.
• Build executive relationships with VP Marketing/CMO, Head of Digital, and CTO/VP Engineering.
• Identify churn risk and expansion opportunities; craft recovery plans when needed.
• Own retention targets using usage, health, and engagement metrics.
• Lead Executive Business Reviews and customer workshops to prove ROI.
• Manage expansion quota; negotiate and close upsell opportunities.
• Advise customers on scaling Contentstack, evolving workflows and adoption.
• Mentor CSMs on account management, commercial strategy, and risk management.
• Share customer insights to evolve CS playbooks and processes.
• Leverage AI and CS tools to optimize portfolio management and outcomes.
• Collaborate with Sales, Product, Marketing to drive outcomes and growth.

Skills

Enterprise SaaS

Account management

Renewals

Executive relationships

Forecasting

CRM tools

Gong

WorkRamp

AI tools Claude

Negotiation

Cross-functional collaboration

Education

Bachelor's degree preferred

Customer Success / sales certifications

Tools

Salesforce

Gong

WorkRamp

Job description

Contentstack is seeking a Sr. Customer Success Manager to manage a $5M+ ARR portfolio across 20–25 enterprise accounts. You’ll be the strategic partner through the customer lifecycle, driving adoption, retention, and expansion while navigating multi-stakeholder organizations.

You’ll build executive-level relationships, forecast retention, and lead business reviews to demonstrate ROI. A Bachelor’s degree and CS/SALES certifications are a plus; located in the Central Time Zone is preferred.