Contentsquare

Customer Success Manager, Scaled Programs

Contentsquare

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • Own the full customer lifecycle for a portfolio of 80-120 accounts, driving retention and value realization through digital-first engagement and strategic touchpoints, with minimal guidance
  • Execute complex renewal transactions including multi-product negotiations, pricing discussions, objection handling, and renewal closing, while proactively identifying expansion opportunities
  • Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, and executing targeted campaigns, webinars, and 1:1 interventions
  • Collaborate cross-functionally with onboarding, product, sales, and support teams to resolve complex customer situations, and mentor less experienced team members by sharing best practices
  • Contribute to program improvement by identifying playbook gaps, testing new engagement approaches, and providing strategic recommendations to leadership on Scaled CS effectiveness

Requirements

  • Proven customer success or account management experience managing portfolios of accounts independently, preferably in a scaled, digital-first, or SMB environment
  • Multilingual capabilities are essential (French, Spanish, German, or other European languages)
  • Strong communication and influencing skills to engage customers and internal stakeholders across multiple channels (email, video, webinars, phone)
  • Advanced proficiency with CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement and automation tools
  • Strong analytical and problem-solving skills to interpret customer data, identify patterns, and adapt approaches creatively with limited information
  • Self-directed and proactive, with the ability to prioritize effectively and make sound judgment calls within established guidelines
  • Experience with SaaS products or digital analytics tools (Contentsquare, Heap, Hotjar, or similar), with the ability to guide customers on product adoption and value realization
  • Nice to have:
  • Experience executing renewals or working in a renewals or sales capacity
  • Track record of creating and executing digital customer engagement campaigns
  • Experience mentoring or training team members in a CS environment
  • Deep knowledge of digital experience analytics or product analytics platforms
Benefits
  • Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
  • Work flexibility: hybrid and remote work policies
  • Generous paid time-off policy (every location is different)
  • Lifestyle allowance
  • A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
  • Every full-time employee receives stock options, allowing them to share in the company’s success
  • We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
  • And more benefits tailored to each country
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementrenewal transactionsmulti-product negotiationspricing discussionsobjection handlingcustomer data analysisdigital engagementSaaS productsdigital analytics
Soft Skills
communication skillsinfluencing skillsanalytical skillsproblem-solving skillsself-directedproactiveprioritizationmentoringcollaborationstrategic recommendations