Sr. Customer Success Manager

Sr. Customer Success Manager

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.

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.

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!

We are seeking an experienced and strategic Sr. Customer Success Manager to join our growing Customer Success team. This is a senior-level individual contributor role responsible for managing a portfolio of our highest-value enterprise customers, representing a minimum of $5M in ARR across approximately 20–25 accounts. You'll serve as the primary strategic partner throughout the customer lifecycle, helping customers realize, sustain, and grow their investment in Contentstack.

This is not a traditional relationship management role. You'll navigate complex, multi-stakeholder organizations, build executive relationships, drive adoption, protect retention, and identify opportunities for expansion. You'll develop a deep understanding of each customer's business outcomes, digital transformation goals, workflows, and investment in Contentstack.

Contentstack is an AI-forward company, and we bring practical experience using AI tools and technologies to improve how we work, learn, solve problems, and drive impact. If you're looking to make a meaningful impact with some of the world's leading brands, we'd love to hear from you! Here's what you'll be doing:

• 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.

What Really Gets Us Excited About You?

• 8-12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or a related customer-facing role.
• Bachelor's degree preferred; Customer Success, sales, or negotiation certifications are a plus.
• 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.
• You are located in the Central Time Zone; Austin, TX, is a big plus.
• You like occasional travel.
• You value a collaborative, fun culture!

Salary for this role ranges between $115,000 - $135,000 based on skill set and experience

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…