Customer Success Manager

Contentstack • Austin, TX

247d • $90,000 - $100,000 • Remote

About The Position

As a Customer Success Manager at Contentstack, you'll serve as a strategic advisor and partner to enterprise customers, aligning our platform capabilities with their most critical business and technical goals. You'll play a hands-on role in accelerating adoption, realizing value, and helping customers lead the way in digital experience transformation. This role is ideal for someone who thrives at the intersection of product, strategy, and customer outcomes—and who is excited to empower developers, marketers, and digital leaders to innovate with confidence.

Requirements

• 5-8 years of experience in Customer Success, Enterprise Consulting, or SaaS Account Management, with exposure to technically complex products or platforms.
• Experience guiding enterprise customers through complex change initiatives, including digital transformation projects, platform migrations, and multi-phase onboarding programs.
• Ability to analyze customer usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions.
• Experience with marketing tech, AI, digital transformation, analytics, and emerging technologies.
• Strong program management experience overseeing large, cross-functional teams to ensure timely execution of deliverables.
• Effectively translates complex tech for customers and communicates their needs to internal teams to shape technical solutions.
• Strong interest in tech, customer experience (CX), AI, and evolving trends across top global brands.
• Exceptional communication and presentation skills.
• Demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Organized, resourceful, and data-driven, with a bias for action and accountability.
• Familiarity with MACH architecture, agile delivery models, or the partner ecosystem (system integrators, agencies) is a plus.
• PMP, Agile, or Customer Success certifications are a bonus.
• Fluency in Spanish and experience managing accounts in LATAM is a strong plus.
• Central time zone strongly preferred.
• Ability to travel as needed.

Responsibilities

• Own the post-sale customer relationship, acting as the primary point of contact and strategic partner throughout the customer journey.
• Develop strong relationships with stakeholders across customer teams—from product managers to developers to executive sponsors.
• Drive stakeholder alignment and shared accountability around outcomes, success metrics, and adoption milestones.
• Co-create and manage success plans grounded in tangible business goals (e.g., faster time to market, increased reusability, improved developer velocity).
• Monitor key health indicators to identify opportunities and risks, and take proactive action to improve adoption and retention.
• Orchestrate cross-functional resources—Services, Support, Solutions Architects, Product—to ensure timely delivery and effective enablement.
• Guide customers on best practices in implementing and scaling with Contentstack's composable DXP, including APIs, integrations, and workflows.
• Deliver ongoing platform education in the context of the customer's use cases and future goals.
• Establish operational rhythms, playbooks, and self-service resources to reduce friction and increase platform confidence.
• Act as the customer's voice within Contentstack—surfacing insights, feedback, and opportunities to influence product roadmap and internal prioritization.
• Partner with Product and Engineering teams to escalate and resolve issues with speed and transparency.
• Contribute to the evolution of internal tools and processes that improve customer experience and scale.
• Own a defined expansion quota, with direct accountability for identifying, qualifying, and driving growth opportunities across your portfolio.
• Track customer adoption maturity across key product areas and map growth plays to each customer's unique goals and business outcomes.
• Develop a deep understanding of the customer's organization, corporate objectives, financial earnings reports and insights, news, market conditions, industry, use of technologies, vendors and solutions, and partners to identify opportunities to expand their use of Contentstack products.
• Ensure expeditious, high-quality implementation of new Contentstack solutions, customer enablement and feature adoption.
• Champion expansion as a natural outcome of realized value and strong platform fit.

Benefits

• Interesting Work: We hire curious trendspotters and brave trendsetters. This is NOT your boring, routine, cushy, rest-and-vest corporate job.
• Tribe Vibe: We are more than colleagues, we are a tribe. We have a strict 'no a**hole policy' and enforce it diligently.
• Bragging Rights: We work with the most prestigious brands, from big-name retailers to airlines, to professional sports teams.
• One Team One Dream: We don't believe in artificial hierarchies. If you're part of the tribe, you have an opportunity to contribute.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries