Sr. Customer Success Manager

Overview

Own a portfolio of approximately 20–25 high-value enterprise accounts representing a minimum of $5M in ARR, serving as the primary strategic partner across the customer lifecycle to drive adoption, retention and expansion.

What you'll do

• 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.

What you'll need

• 8-12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer-facing role.
• 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 experience with renewals, expansion opportunities, negotiations, and forecasting.
• Exceptional communication and negotiation skills, with the ability to influence C-level stakeholders and build trusted executive relationships.
• Strong ability to translate customer data and insights into retention strategies, business reviews, and expansion opportunities.
• Working knowledge of composable/MACH architecture, APIs, and integrations, with the ability to advise customers on scaling existing implementations.
• Experience with CRM and Customer Success tools such as Salesforce, Gong, and WorkRamp.
• Fluency with AI tools and technologies, including Claude, and demonstrated ability to use AI for portfolio management, analysis, productivity, and problem-solving.
• Highly organized and data-driven, with a bias for action and strong attention to detail.
• Collaborative, curious, and able to mentor and influence others without direct authority.

Nice to have

• Bachelor's degree.
• Customer Success, sales, or negotiation certifications.

Details

• Remote, US.
• Located in the Central Time Zone; Austin, TX is a big plus.
• Occasional travel.
• Salary range: $115,000 - $135,000 based on skill set and experience.