Sr. Customer Success Manager

About the role

Contentstack is seeking a strategic Sr. Customer Success Manager to manage a portfolio of high-value enterprise accounts. This role involves building executive relationships, driving adoption, ensuring retention, and identifying expansion opportunities for a global customer base. The successful candidate will act as a primary partner throughout the customer lifecycle, leveraging AI tools and data-driven insights to deliver measurable business outcomes.

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.
• Mentor and coach CSMs on strategic account management, executive engagement, commercial strategy, and risk management.

Required skills

• Customer Success
• Account Management
• Enterprise SaaS
• Commercial Acumen
• Negotiation
• Executive Engagement
• Data Analysis
• MACH architecture
• Salesforce
• Gong
• WorkRamp
• AI tools

Qualifications

• Bachelor’s degree
• Equivalent practical experience

About the Company

Contentstack is the pioneer of the Agentic Experience Platform (AXP), bringing together structured content, real-time customer data, and autonomous AI orchestration into one unified system. The company helps enterprises move beyond complex, disconnected systems to deliver faster, more adaptive digital experiences.