Sr. Customer Success Manager

Contentstack•Austin, TX

10d•Remote

About The Position

Contentstack is redefining how modern digital experiences are built and managed. As the pioneer of the Agentic Experience Platform (AXP), Contentstack brings together structured content and brand governance (Content Cloud), real-time customer data, omnichannel personalization (Data Cloud) and autonomous AI orchestration (Agent OS) into one unified system. While many organizations adopted headless CMS or standalone AI tools expecting transformation, they often found themselves managing disconnected systems and manual workflows. Contentstack helps enterprises move beyond that complexity by connecting content, data and AI in a way that makes digital experiences faster to launch, easier to manage and more adaptive in real time. Leading brands including Steve Madden, LG Electronics, Subaru of America, Dolce & Gabbana, ASICS, Decathlon, and Caesars Entertainment rely on Contentstack to reduce operational friction and deliver personalized, scalable digital experiences with confidence. The company is known for its customer-first culture and commitment to the communities it serves through the Contentstack Cares program. Learn more at www.contentstack.com . Who Are We? At Contentstack we are more than colleagues, we are a tribe. Our vision is to pursue equity among our communities, employees, partners, and customers. We are global-diverse yet close; distributed yet connected. We are dreamers and dreammakers who challenge the status quo. We do the right thing, even when no one is watching. We are curious trendspotters and brave trendsetters. Our mission is to make Contentstack indispensable for organizations to tell their stories and to connect with the people they care about through inspiring, modern experiences. We care deeply about our customers and the communities we serve. #OneTeamOneDream. Chalo, let’s go!

Requirements

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 Haves

Bachelor’s degree preferred
Customer Success, sales, or negotiation certifications are a plus.

Responsibilities

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.