Senior Customer Success Manager, Contentstack
$115-125k
+ Commission based on skillset and experience
Headless content management system
Posted today
Headless content management system
501-1000 employees
Posted today
$115-125k
+ Commission based on skillset and experience
501-1000 employees
Company mission
Contentstack is on a mission to help organizations tell their stories and connect with the people they care about through inspiring, modern experiences.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
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.
It’s been a very strong start to life, with 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 benefits
- 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 Chase, The Miami HEAT, Cisco, Shell, Express, Riot Games, IcelandAir, Morningstar, 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…
Company HQ
Financial District, San Francisco, CA
Leadership
Neha Sampat
(CEO & Co-Founder)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
(CTO & Co-Founder)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.
Matthew Baier
(Co-Founder)Was a Co-founder of Built.io, operating as COO until Software AG's 2018 acquisition. Before that they were a Senior Director of Product Marketing for Salesforce.
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