Customer Success Manager

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.
We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.
Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.
Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. Any communication from our in house Talent Acquisition team will only ever come from our contentsquare.com or @contentsquare-ext.com domain.For more information, visit our careers blog.

About the job:

Are you willing to develop long-term client relationships? To help companies achieve their business goals by having more human digital experiences? We are looking for a highly motivated Senior Customer Success Manager (CSM) to join the Enterprise Success team in the Southeast.

You will handle a portfolio of enterprise customers and be a central point of contact for the customer during the entire lifecycle of their usage of the Contentsquare solutions. As a trusted advisor, facilitator, advocate and coach, the CSM’s role is to ensure that customers achieve their strategic business goals and realize value from their Contentsquare partnership, ultimately translating into retention and upsell of the client’s contract. CSMs build and maintain positive relationships with multiple contacts within the assigned customers, including executive roles.

The CSM is also responsible for driving adoption and utilization of the product by their customer base, working closely with professional services teams to design bespoke adoption and value strategies. They also work closely with the Sales teams to help drive renewals to a successful completion, and find meaningful upsell opportunities to leverage the full breadth of our platform.

Ultimately, the CSM owns the customer’s post-sales experience and serves as a partner center point for issues that impact the customer’s success, in collaboration with other internal teams (Product, Marketing, Support, Engineering, etc.).

What you’ll do:

• Develop trusted relationships with both operational sponsors and Executive Level contacts, becoming a trusted advisor consulting on high impact digital business topics.

• Navigate large distributed organisations and employ change management strategies and principles to ensure successful adoption and leadership advocacy.

• Build a data-driven success plan for each step of the customer journey that aligns to your clients’ Key Business Objectives.

• Map strategic contacts and entities among each of your key accounts to ensure strong penetration for key use cases. Increase user adoption across the organisation and regularly (quarterly) articulate generated value and ROI Identify and collaborate with your clients’ tech partner and agency ecosystem to drive stickiness and drive meaningful joint value propositions.

• Drive renewals to a successful completion and help build upsell strategy in close collaboration with Sales.

• Identify upsell and cross-sell opportunities on your portfolio aligned with value proposition

• Pro-actively and constantly leverage data to measure your portfolio performance, and anticipate and manage all potential critical situations.

• Leverage critical thinking to challenge and help strengthen our processes.

• Maintain best in class adoption and usage of all Customer Success tools and reporting (Gainsight, Salesforce, Tableau, Customer health score,etc. ).

• Collaborate effectively with peers to ensure operational efficiency, regularly sharing best practices, successes, and challenges to continually improve our best in class customer success practice.

• Influence your clients into becoming Contentsquare advocates through encouraging speaking in events, product feedback sessions, case studies, referral calls, etc.