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Customer Success Manager, Scaled Programs

14 hours, 24 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM Hotjar Salesforce
Apply Now
Contentsquare

Contentsquare

Contentsquare is a digital analytics and user experience company that develops a SaaS platform to analyze online customer interactions and improve applications and websites.

IT Services
251-1K
Founded 2012
$1412M raised
View All Jobs 8

Description

  • Independently manage a portfolio of 80-150 customer accounts from onboarding through adoption, risk management, and renewal.
  • Drive customer retention and value realization across assigned accounts using digital-first engagement and strategic human touchpoints.
  • Execute complex renewals, including multi-product negotiations, pricing discussions, objection handling, and closing.
  • Identify and position expansion opportunities within the existing customer book of business.
  • Monitor customer health metrics, usage patterns, and risk indicators to design targeted engagement campaigns, webinars, and 1:1 interventions.
  • Collaborate cross-functionally with onboarding teams, product specialists, sales, and support to resolve complex customer issues.
  • Mentor peers and share best practices with less experienced team members.
  • Identify gaps in playbooks and digital resources and recommend program improvements to leadership.
  • Test new engagement approaches to improve scaled customer success effectiveness.

Requirements

  • Proven customer success or account management experience managing portfolios of accounts independently.
  • Experience in a scaled, digital-first, or SMB environment is preferred.
  • Strong communication and influence skills across email, video, webinars, and phone.
  • Advanced proficiency with CRM systems such as Salesforce.
  • Experience with customer success platforms such as Gainsight is preferred.
  • Familiarity with digital engagement and automation tools.
  • Strong analytical and problem-solving skills to interpret customer data and identify patterns.
  • Self-directed and proactive with the ability to prioritize effectively and make sound judgment calls.
  • Experience with SaaS products or digital analytics tools such as Heap, Contentsquare, Hotjar, or similar platforms.
  • Experience executing renewals or working in a renewals or sales capacity is a nice to have.
  • Track record of creating and executing digital customer engagement campaigns is a nice to have.
  • Multilingual capabilities, especially Spanish, are a nice to have.
  • Experience mentoring or training team members in a customer success environment is a nice to have.
  • Deep knowledge of digital experience analytics or product analytics platforms is a nice to have.

Benefits

  • Compensation range of $60,000 to $70,000 annually plus commission.
  • Work flexibility with hybrid and remote work policies.
  • Generous paid time off policy.
  • Lifestyle allowance.
  • Stock options for every full-time employee.
  • Career development and mentorship opportunities.
  • Virtual onboarding and opportunities to connect with global colleagues through events and offsites.
  • Employee Resource Groups and a culture-focused community for employee connection and support.

Interested in this position?

Apply directly on the company website

Apply Now

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