Senior Customer Success Manager, Contentstack
$115-135k
Headless content management system
Be an early applicant
Headless content management system
501-1000 employees
Be an early applicant
$115-135k
501-1000 employees
Company mission
To enable the world's best brand to reimagine possible.
Role
Who you are
- 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!
What the job involves
- 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!
- 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
Our take
As enterprises handle and produce increasing volumes of content, the Content Management System (CMS) market is still growing strongly – expected to more than double in size by 2030. To differentiate themselves in a crowded market, disruptors entering the space are championing the idea of “Headless CMS”, through which enterprises can customize the front-end visuals while offering the same level of backend infrastructure.
Co-founded by the same trio that created and sold Built.io, Contentstack is one such disruptor that’s making a strong name for itself. Founded in 2019, the platform is now used by a number of major enterprises including Shell, JPMorgan Chase, McDonald’s, and Walmart.
The company has huge VC funding as well as a high-profile customer base, but there is still plenty of competition – Storyblok, Prismic, Strapi, and Kontent are all well funded and growing quickly too. That being said, Contenstack is hoping that its no-code automation features will help it stand out from the rest as the company looks to grow internationally.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2022
$80m
SERIES C
Jun 2021
$57.5m
SERIES B
Total funding: $169m
Company HQ
MLK-183, Austin, TX
Leadership
Neha Sampat
(Co-Founder & CEO)Previously co-founded and was CEO of Raw Engineering and Digital Experience Platform Built.io (acquired by Software AG, 2018). Founder & Owner of Austin Woman Magazine & Host of the Dreammakers podcast. Official Member of Forbes Technology Council.
Nishant Patel
(Co-Founder & CTO)Was previously the Founder, CTO, then CEO of Digital Experience Platform Built.io (acquired by Software AG, 2018), as well Co-founder and CTO at Raw Engineering, where they ran a R&D incubator.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 2 more jobs at Contentstack