[All remote jobs](https://jobicy.com/jobs.md)[![Contentstack logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/fc470980-221.jpeg)](https://jobicy.com/company/contentstack.md)[Contentstack](https://jobicy.com/company/contentstack.md) # Sr. Customer Success Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/contentstack.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 115k–135k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished5 Oct 2026Apply before4 Nov 2026Listing views40Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Contentstack is hiring a senior individual-contributor Customer Success Manager to own 20–25 high-value enterprise SaaS accounts representing at least $5M in ARR. The role centers on executive relationship management, adoption, retention, renewals, risk mitigation, and expansion opportunities. The successful candidate will lead executive business reviews, develop multiyear success plans, forecast retention, and collaborate closely with Sales, Product, and Marketing. This position requires strong commercial judgment, enterprise stakeholder influence, and enough technical fluency to advise on composable architecture, APIs, and integrations. Candidates must be located in the U.S. Central Time Zone, with Austin preferred, and should be available for occasional travel. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a high-complexity enterprise role with direct accountability for retention and expansion across a large ARR portfolio. It requires independently managing executive stakeholders, commercial negotiations, customer risk, and cross-functional outcomes simultaneously. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianMarket rate$125,000US market range$115k–$155k0$171k AI insightThe disclosed annual base salary range is $115,000–$135,000 USD, producing a job median of $125,000. For a U.S.-based senior enterprise SaaS Customer Success Manager with commercial ownership, a competitive market base-salary range is approximately $115,000–$155,000 USD; total compensation may be higher where variable expansion or retention incentives apply. ## Core skills Skills and capabilities most closely associated with this opportunity. [Enterprise Customer Success](https://jobicy.com/jobs?search_keywords=Enterprise%20Customer%20Success.md)[Strategic Account Management](https://jobicy.com/jobs?search_keywords=Strategic%20Account%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Expansion Revenue](https://jobicy.com/jobs?search_keywords=Expansion%20Revenue.md)[Executive Business Reviews](https://jobicy.com/jobs?search_keywords=Executive%20Business%20Reviews.md)[Renewals](https://jobicy.com/jobs?search_keywords=Renewals.md)[Customer Health](https://jobicy.com/jobs?search_keywords=Customer%20Health.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[AI Tools](https://jobicy.com/jobs?search_keywords=AI%20Tools.md) Sample interview questionsHow have you managed retention and expansion within a complex enterprise portfolio?I segment accounts by renewal date, health, strategic value, and growth potential, then create account plans with executive alignment, adoption milestones, risk indicators, and commercial actions. I use regular value reviews and early risk escalation to protect renewals while identifying expansion opportunities that directly support the customer's business priorities. Describe how you would prepare for an Executive Business Review with a C-level customer sponsor. I would synthesize usage, adoption, support, outcomes, stakeholder feedback, and commercial context into a concise narrative. The EBR would connect platform activity to agreed business goals, address risks transparently, confirm next milestones, and secure executive sponsorship for the actions needed to realize additional value. What would you do if a strategic customer showed declining engagement and signs of potential churn? I would validate the underlying signals through product usage, stakeholder outreach, support trends, and account history, then rapidly build a recovery plan. This would include aligning internal leaders, re-engaging the executive sponsor, clarifying the customer's unmet outcomes, establishing measurable corrective milestones, and maintaining a clear communication cadence. How do you balance customer advocacy with accountability for a commercial expansion target? I treat expansion as an outcome of demonstrated value rather than a separate sales motion. By understanding the customer's strategic roadmap and proving success in the existing implementation, I can recommend additional capabilities, seats, or use cases only when they solve a genuine business need and have clear ROI. How would you use AI and customer-success tooling to improve portfolio management? I would use AI-assisted analysis to summarize account signals, identify changes in engagement, prepare meeting briefs, and surface risk or growth patterns across the portfolio. I would combine those insights with CRM data, customer health scores, and qualitative stakeholder feedback to prioritize actions while maintaining human judgment and data accuracy. Opportunity details ## About this role. What is Contentstack? 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. While many organizations adopted headless CMS or standalone AI tools expecting transformation, they often found themselves managing disconnected systems and manual workflows. Contentstack helps enterprises move beyond that complexity by connecting content, data and AI in a way that makes digital experiences faster to launch, easier to manage and more adaptive in real time. 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. Learn more at [www.contentstack.com](http://www.contentstack.com/). Who Are We? 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! What Are We Looking For? 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 What Do We Offer? 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… To review our Privacy Policy, please click [here](https://www.contentstack.com/legal/privacy-notice-for-candidates/). 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