Sr. Customer Success Manager

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.
• Collaborate cross-functionally with Sales, Product, Marketing, and other teams to drive customer outcomes and commercial growth.

Languages