Customer Success Manager

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?

Contentstack is looking for a Customer Success Manager to join our innovative, fun, and fast-paced team where your contributions will have a meaningful impact! We’d love to hear from you! Here’s what you’ll be doing:

• Establish and nurture strong relationships with key customer stakeholders to understand their business objectives and challenges.
• Act as the main point of contact for customers, addressing their inquiries, concerns, and requests in a timely and professional manner.
• Collaborate with the sales team during the on boarding process to ensure a smooth transition from sales to implementation.
• Understand customers’ specific goals and tailor solutions that align with their needs and objectives.
• Monitor and track customer usage and engagement with our products and services, identifying opportunities for up selling or cross selling.
• Proactively identify potential issues or roadblocks and work with internal teams to develop solutions.
• Conduct regular check-ins and business reviews with customers to assess satisfaction, address concerns, and explore opportunities for improvement.
• Serve as an advocate for customers within the organization, ensuring their needs are understood and prioritized.
• Collaborate with the product and development teams to provide customer feedback and insights for product enhancement.
• Prepare and deliver reports to customers, showcasing the value they have gained from our products and services.

What Really Gets Us Excited About You?

• 5-8 years of customer success experience
• Experience with Enterprise SaaS software (preferably CMS or composable DXP)
• Excellent communication skills both with customers and internally
• A calm, steady hand in the face of customer issues. Ideally, you can regale the hiring manager with stories about how you turn frustrated customers into champions
• Strong track record of defining and executing against key performance indicators
• Ability to build trust and rapport with customers
• Proactive interest to increase customer satisfaction and deepen customer relationships
• Creative and enthusiastic
• Regular travel is exciting to you
• You like to have fun!

Salary for this role ranges from $90,000 – 100,000 base plus commission based on skillset and experience