contentsquare - Senior Customer Success Manager, Scaled Programs
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Requirements
• Experience executing renewals or working in a dedicated renewals capacity. • Experience with SaaS products or digital analytics tools such as Contentsquare, Heap, Hotjar, or similar platforms. • Experience in a high-growth or post-acquisition environment where the playbooks were still being written. • Additional European languages.
Responsibilities
• Drive customer retention and value realization across your full portfolio by managing the complete customer lifecycle from onboarding through renewal, using digital-first engagement and strategic human touch-points. • Execute renewal transactions end to end, including contract negotiations, pricing discussions, and renewal closing, while identifying and handing off expansion opportunities to the appropriate sales team. • Deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, then executing targeted outreach based on customer needs and milestones. • Contribute to how we operate as a team: flag gaps in playbooks, surface what is and is not working, and bring proposed improvements without waiting to be asked. • Partner cross-functionally with onboarding, product specialists, sales, and support to ensure seamless customer experiences and escalate complex issues early and clearly. • Customer success or account management experience managing portfolios of accounts, preferably in a scaled, digital-first, or SMB environment. • An ownership mindset: you treat your book like a business, take accountability for your outcomes, and do not wait for a playbook before taking action. • AI fluency in your daily workflow. You use AI tools to prioritize, draft, research, and work efficiently. You do not need to be an engineer, but you should be curious, experimental, and honest about what is working. • An analytical mindset to interpret customer health data, usage metrics, and signals to prioritize engagement and identify risk. • Strong communication across formats: email, video, webinars, and live calls. • Comfort with technology and systems including CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement tools. • Adaptability and a growth mindset that shows up as behavior: you test approaches, share what you learn, and adjust when something is not working. • Experience working with Product Analytics tools would be ideal
Benefits
• We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs. • Here are a few we want to highlight: • Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year • Work flexibility: hybrid and remote work policies • Generous paid time-off policy (every location is different) • Lifestyle allowance • A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work • Every full-time employee receives stock options, allowing them to share in the company’s success • We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts • And more benefits tailored to each country
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