Senior Customer Success Manager

Contentstack

Senior Customer Success Manager guiding enterprise customers using Contentstack’s digital experience platform. Driving retention, executive engagement, adoption, and expansion across a $5M+ ARR portfolio.

Posted 9/10/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $115,000 - $135,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing enterprise accounts with a focus on customer success, retention strategies, and commercial growth. Proficient in leveraging AI tools and CRM systems to drive measurable business outcomes and enhance customer relationships.

Highest-signal resume keywords

Customer Success ManagementEnterprise Account ManagementCommercial AcumenNegotiation SkillsAI Tools Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Account StrategiesRetention TargetsChurn ManagementExpansion QuotaData AnalysisForecastingBusiness ReviewsRisk ManagementDigital TransformationComposable Architecture

Soft Skills

Exceptional CommunicationInfluencing C-Level StakeholdersMentoringBuilding Trusted RelationshipsOrganizational Skills

Tools & Technologies

SalesforceGongWorkRampAI TechnologiesCustomer Success Tools

Certifications & Qualifications

Customer Success CertificationSales CertificationNegotiation Certification

Industry Keywords

Enterprise SaaSCustomer LifecycleExecutive Business ReviewsPortfolio ManagementCustomer Insights

About the role

Key responsibilities & impact

Own account strategies across a $5M+ ARR portfolio of approximately 20–25 enterprise accounts
Serve as the strategic partner throughout the customer lifecycle
Develop multi-year success plans aligned to 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 address churn, contraction, competitive displacement, and executive disengagement risks
Develop recovery strategies when needed
Own and forecast retention targets using usage, adoption, health, and engagement indicators
Lead Executive Business Reviews and customer workshops demonstrating ROI and measurable outcomes
Own an expansion quota and identify, negotiate, and close upsell and volume-growth opportunities
Advise customers on scaling Contentstack implementations and evolving workflows 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 CS playbook, platform, processes, and customer experience
Leverage AI and Customer Success tooling to manage the portfolio, identify risks and opportunities, and improve outcomes
Collaborate with Sales, Product, Marketing, and other teams to drive customer outcomes and commercial growth

Requirements

What you’ll need

8–12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer-facing role
Bachelor’s degree preferred; Customer Success, sales, or negotiation certifications are a plus
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 renewals, expansion opportunities, negotiations, and forecasting
Exceptional communication and negotiation skills, with the ability to influence C-level stakeholders and build trusted executive relationships
Ability to translate customer data and insights into retention strategies, business reviews, and expansion opportunities
Working knowledge of composable/MACH architecture, APIs, and integrations
Experience with CRM and Customer Success tools such as Salesforce, Gong, and WorkRamp
Fluency with AI tools and technologies, including Claude
Demonstrated ability to use AI for portfolio management, analysis, productivity, and problem-solving
Highly organized and data-driven, with strong attention to detail
Ability to mentor and influence others without direct authority
Located in the Central Time Zone; Austin, TX, is a big plus
Willingness to travel occasionally

Benefits

Comp & perks

Opportunity to work with prestigious global brands
Spontaneous office happy hours
Organized team outings
Community volunteer opportunities
Collaborative, diverse, and distributed team culture
Regular business and performance updates
Opportunities to contribute regardless of hierarchy
Learning and growth opportunities
Occasional travel opportunities