Sr. Customer Success Manager

What Are We Looking For?

At Contentstack, we help the world’s most innovative brands deliver cutting-edge digital experiences through our composable digital experience platform. Our Customer Success team is built on four pillars: Strategic Partnership, Operational Excellence, Outcome Realization, and a Culture of Trust. As a Sr. Customer Success Manager (CSM), you’ll serve as a strategic advisor and partner to enterprise customers, aligning our platform capabilities with their most critical business and technical goals. You’ll play a hands-on role in accelerating adoption, realizing value, and helping customers lead the way in digital experience transformation. This role is ideal for someone who thrives at the intersection of product, strategy, and customer outcomes—and who is excited to empower developers, marketers, and digital leaders to innovate with confidence. If you feel like this is a match, we’d love to hear from you! Here's what you'll be doing:

Strategic Partnership & Relationship Management

• Own the post-sale customer relationship, acting as the primary point of contact and strategic partner throughout the customer journey.
• Develop strong relationships with stakeholders across customer teams—from product managers to developers to executive sponsors.
• Drive stakeholder alignment and shared accountability around outcomes, success metrics, and adoption milestones.
  
  

Drive Value Realization & Adoption

• Co-create and manage success plans grounded in tangible business goals (e.g., faster time to market, increased reusability, improved developer velocity).
• Monitor key health indicators to identify opportunities and risks, and take proactive action to improve adoption and retention.
• Orchestrate cross-functional resources—Services, Support, Solutions Architects, Product—to ensure timely delivery and effective enablement.
  
  

Customer Enablement & Empowerment

• Guide customers on best practices in implementing and scaling with Contentstack’s composable DXP, including APIs, integrations, and workflows.
• Deliver ongoing platform education in the context of the customer’s use cases and future goals.
• Establish operational rhythms, playbooks, and self-service resources to reduce friction and increase platform confidence.
  
  

Advocate Internally for Customer Success

• Act as the customer’s voice within Contentstack—surfacing insights, feedback, and opportunities to influence product roadmap and internal prioritization.
• Partner with Product and Engineering teams to escalate and resolve issues with speed and transparency.
• Contribute to the evolution of internal tools and processes that improve customer experience and scale.
  
  

Drive Growth & Own Expansion

• Own a defined expansion quota, with direct accountability for identifying, qualifying, and driving growth opportunities across your portfolio.
• Track customer adoption maturity across key product areas and map growth plays to each customer’s unique goals and business outcomes.
• Develop a deep understanding of the customer’s organization, corporate objectives, financial earnings reports and insights, news, market conditions, industry, use of technologies, vendors and solutions, and partners to; identify opportunities to expand their use of Contentstack products and to consolidate their tech stack using Contentstack. Stay apprised as things change.
• Awareness of competitive landscape, competitive solutions, market and tech industry trends to identify risk and threats.
• Ensure expeditious, high-quality implementation of new Contentstack solutions, customer enablement and feature adoption, which entails effective partnership with Contentstack’s Services team.
• Champion expansion as a natural outcome of realized value and strong platform fit.

What Really Gets Us Excited About You?

• 8-12 years of experience in Customer Success, Enterprise Consulting, or SaaS Account Management, with exposure to technically complex products or platforms.
• Experience guiding enterprise customers through complex change initiatives, including digital transformation projects, platform migrations, and multi-phase onboarding programs.
• Ability to analyze customer usage data, KPIs and health indicators to identify opportunities for improvement and translate into actionable recommendations, plan and path to solutions.
• Demonstrated experience and/or knowledge of marketing automation technologies, or contact center technologies digital transformation, AI solutions, market research and insights, business analytics, emerging technologies, and data management platforms and technology.
• Strong program management experience overseeing large, cross-functional teams to ensure timely execution of deliverables. 
• Proven ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners, as well as mapping business requirements into technical features.
• Interest in continuously learning and advancing understanding of tech industry, customer experience technologies, technology platforms and solutions, AI advancement, and trends with top global brands
• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Organized, resourceful, and data-driven, with a bias for action and accountability.
• Familiarity with MACH architecture, agile delivery models, or the partner ecosystem (system integrators, agencies) is a plus.
• PMP, Agile, or Customer Success certifications are a bonus.
• Bachelor's degree or equivalent experience.
• Ability to travel up to 25% as needed.

Salary for this role ranges from $115,000 - 125,000 base plus commission based on skillset and experience.