Remote opportunity at
ContentstackSr. Customer Success Manager
Contentstack is seeking an experienced Sr. Customer Success Manager to join its remote team. As a pioneer of the Agentic Experience Platform, the company unites structured…
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About This Role
Contentstack is seeking an experienced Sr. Customer Success Manager to join its remote team. As a pioneer of the Agentic Experience Platform, the company unites structured content, brand governance, real-time customer data, omnichannel personalization, and AI orchestration into a single system, helping prominent global enterprises streamline their digital operations. In this senior-level individual contributor role, you will oversee a portfolio of roughly twenty to twenty-five top-tier enterprise accounts representing more…
Job Description
Contentstack is seeking an experienced Sr. Customer Success Manager to join its remote team. As a pioneer of the Agentic Experience Platform, the company unites structured content, brand governance, real-time customer data, omnichannel personalization, and AI orchestration into a single system, helping prominent global enterprises streamline their digital operations.
In this senior-level individual contributor role, you will oversee a portfolio of roughly twenty to twenty-five top-tier enterprise accounts representing more than five million dollars in annual recurring revenue. Acting as the primary strategic advisor through every stage of the customer lifecycle, you will cultivate executive relationships with leaders like chief marketing officers and chief technology officers, formulate multi-year success plans, forecast retention, and drive expansion opportunities. This position is ideal for an organized, data-driven professional with a strong commercial background who excels at navigating complex organizational structures, mitigating account risks, and mentoring junior team members.
Contentstack operates as an AI-forward organization, encouraging staff to leverage modern tools to elevate problem-solving and efficiency. The role requires residing in the Central Time Zone, with a preference for candidates based in Austin, Texas, and involves occasional travel. Team members benefit from a dynamic, collaborative culture with opportunities to work alongside leading worldwide brands and contribute directly to organizational growth.
Responsibilities
- Manage a portfolio of 20 to 25 enterprise accounts representing over $5M in ARR as the primary strategic partner.
- Formulate multi-year success plans aligned with client digital transformation goals and measurable business outcomes.
- Cultivate and maintain trusted relationships with executive stakeholders such as CMOs, Heads of Digital, and CTOs.
- Identify and mitigate account risks including churn, contraction, competitive displacement, and executive disengagement.
- Own and forecast retention targets using usage, health, adoption, and engagement metrics.
- Conduct Executive Business Reviews and workshops to showcase return on investment.
- Manage a dedicated expansion quota by negotiating and closing upsell and volume-growth deals.
- Advise enterprise clients on scaling their implementations, evolving workflows, and expanding adoption.
- Mentor and coach other customer success managers on account strategy, executive engagement, and risk management.
- Contribute customer insights to refine the customer success playbook, platform features, and processes.
- Utilize AI and customer success software to efficiently manage the assigned portfolio and enhance client results.
- Partner cross-functionally with sales, product, and marketing departments to drive commercial growth.
Requirements
- Possess 8 to 12 years of professional background in customer success, account management, enterprise software sales, renewals, or a related client-facing domain.
- Demonstrate a proven history of owning and meeting commercial metrics including net retention rate, gross retention, renewals, or expansion.
- Bring experience managing a complex enterprise book of business following implementation.
- Exhibit strong commercial acumen encompassing renewals, expansion deals, negotiations, and forecasting.
- Show exceptional communication and negotiation abilities to influence C-level stakeholders.
- Have a working knowledge of composable or MACH architecture, APIs, and integrations to guide client scaling.
- Demonstrate familiarity with CRM and customer success platforms such as Salesforce, Gong, and WorkRamp.
- Display fluency with AI tools and technologies like Claude for portfolio management and problem-solving.
- Be highly organized, data-driven, detail-oriented, and possess a bias for action.
- Reside in the Central Time Zone, with Austin, Texas being a major advantage.
- Be open to occasional travel.
Qualifications
- Hold a bachelor's degree.
- Possess certifications related to customer success, sales, or negotiation.
Core Skills
Benefits
- Opportunity to work with prestigious global brands and enterprise clients.
- Participation in a collaborative and supportive team culture with a strict no-asshole policy.
- Involvement in team bonding activities including spontaneous office happy hours, organized outings, and community volunteer events.
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type for this position?
The posting states that this is a full-time, senior-level individual contributor role.
Where is the job located?
The role is remote, though candidates must be located in the Central Time Zone, with applicants based in Austin, Texas receiving a strong preference.
What salary does this role offer?
The salary for this role ranges between $115,000 and $135,000, depending on skill set and experience.
How many accounts will I be managing?
You will manage a portfolio of approximately 20 to 25 high-value enterprise accounts representing a minimum of $5M in annual recurring revenue.
Is travel required for this position?
The posting notes that candidates should like occasional travel.
Sample Interview Questions
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