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Contentstack is seeking an experienced Senior Customer Success Manager to join its Customer Success team. This is a strategic individual contributor role managing a portfolio of high-value enterprise customers representing a minimum of $5M in ARR across approximately 20–25 accounts.
You will serve as the primary strategic partner throughout the customer lifecycle, helping customers realize, sustain, and grow their investment in Contentstack's Agentic Experience Platform (AXP). This role goes beyond traditional relationship management—you'll navigate complex, multi-stakeholder organizations, build executive relationships, drive adoption, protect retention, and identify expansion opportunities.
Key responsibilities include:
- Owning account strategies across a $5M+ ARR portfolio of enterprise accounts
- Developing multi-year success plans aligned to customers' digital transformation goals and measurable business outcomes
- Building trusted relationships with executive stakeholders (VP Marketing/CMO, Head of Digital, VP Engineering/CTO)
- Identifying and proactively addressing churn, contraction, and competitive displacement risks
- Forecasting retention targets using usage, adoption, health, and engagement indicators
- Leading Executive Business Reviews (EBRs) and customer workshops demonstrating ROI
- Owning a defined expansion quota and closing upsell and volume-growth opportunities
- Advising customers on best practices for scaling Contentstack implementations
- Mentoring and coaching CSMs on strategic account management and commercial strategy
- Contributing to the evolution of CS playbooks, processes, and customer experience
- Leveraging AI and CS tooling to manage portfolio efficiently and identify risks/opportunities
- Collaborating cross-functionally with Sales, Product, Marketing, and other teams
Required qualifications:
- 8-12 years of experience in Customer Success, Account Management, Enterprise SaaS sales, renewals, or related customer-facing roles
- Bachelor's degree preferred
- Proven track record owning and achieving commercial numbers (NRR, gross retention, renewals, expansion)
- Experience managing complex enterprise book of business post-implementation
- Strong commercial acumen including renewals, expansion, negotiations, and forecasting
- Exceptional communication and negotiation skills with ability to influence C-level stakeholders
- Ability to translate customer data and insights into retention strategies and expansion opportunities
- Working knowledge of composable/MACH architecture, APIs, and integrations
- Experience with CRM and CS tools (Salesforce, Gong, WorkRamp)
- Fluency with AI tools including Claude and demonstrated ability to use AI for portfolio management and problem-solving
- Highly organized and data-driven approach
