Contentstack

Customer Success Advocate – Team Lead

Contentstack

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Senior

Tech Stack

SFDC

About the role

  • Lead, coach, and support a team, using AI-assisted insights to ensure consistent, high-quality execution across a large portfolio
  • Provide ongoing feedback and performance coaching, leveraging governed AI tools to analyze team interactions (calls, emails, outreach) and surface coaching insights and best practices at scale
  • Partner with Global Customer Success Leadership on hiring, onboarding, training programs, and performance evaluations
  • Act as “air traffic control” for the long-tail portfolio, balancing workloads and ensuring customers receive timely, effective engagement
  • Own a personal portfolio of customers, modeling best practices for scaled engagement and renewal readiness
  • Support the team in managing renewals, navigating commercial conversations, and identifying expansion or upsell opportunities
  • Maintain a strong understanding of subscription mechanics, renewal timelines, and risk signals
  • Identify early signs of churn or contraction and escalate risks with clear recommendations
  • Use data as the foundation for decision-making, applying governed AI to synthesize adoption trends, customer health signals, and team activity into actionable insights
  • Track and report on KPIs related to engagement, renewals, pipeline contribution, and program effectiveness
  • Provide data-backed recommendations to improve outreach strategies, workflows, and tooling
  • Set the standard for Salesforce and system hygiene, ensuring accurate, reliable reporting
  • Serve as a senior escalation point for internal teams including Technical Support, Solutions, and Product
  • Ensure customer feedback and trends from the long-tail segment are clearly communicated and prioritized
  • Balance internal leadership responsibilities with external customer needs in a fast-moving environment

Requirements

  • 7+ years of experience in Customer Success, Account Management, or a related SaaS role, with prior leadership or team-lead experience preferred
  • Proven experience supporting renewals and commercial workflows in a subscription business
  • Strong analytical mindset—you’re comfortable using data to tell a story and influence behavior
  • Excellent organizational skills with the ability to juggle competing priorities across customers and team needs
  • Exceptional written and verbal communication skills, with confidence engaging both individual contributors and senior leaders
  • Familiarity with CS tooling such as Salesforce (SFDC), Gong, and reporting dashboards
  • Experience in SaaS, Martech, CMS, or digital experience platforms is a strong plus.
Benefits
  • Interesting Work | We hire curious trendspotters and brave trendsetters. This is NOT your boring, routine, cushy, rest-and-vest corporate job. This is the “challenge yourself” role where you learn something new every day, never stop growing, and have fun while you’re doing it.
  • Tribe Vibe | We are more than colleagues, we are a tribe. We have a strict “no a**hole policy” and enforce it diligently. This means we spend time together - with spontaneous office happy hours, organized outings, and community volunteer opportunities. We are a diverse and distributed team, but we like to stay connected.
  • Bragging Rights | We are dreamers and dream makers. Our efforts pay off and we work with the most prestigious brands, from big-name retailers to airlines, to professional sports teams. Your contribution will make an impact with many of the most recognizable names in almost every industry including AirFrance KLM, ASICS, Burberry, Mattel, Mitsubishi, Walmart, and many more!
  • One Team One Dream | This is one of our values, and it shows. We don’t believe in artificial hierarchies. If you’re part of the tribe, you have an opportunity to contribute. Your voice will be heard and you will also receive regular updates about the business and its performance. Which, btw, is through the roof, so it’s a great time to be joining…
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysisperformance coachingsubscription mechanicsrenewal managementrisk assessmentKPI trackingoutreach strategyworkflow optimizationcustomer health analysisAI insights
Soft Skills
leadershiporganizational skillscommunication skillsanalytical mindsetteam collaborationproblem-solvingtime managementcustomer engagementinfluencing skillsprioritization