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Customer Success Manager



New York, NY, USA
Posted on Friday, April 19, 2024
Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences built on trust, privacy, and accessibility. Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.
In 2022, we raised $600M in Series F funding and were recognised as a certified Great Place to Work in France, Germany, Israel, US and UK.
Please Note: Scammers are posing as Contentsquare and Contentsquare team members. We’ll never initially contact you via text or GChat, and never solicit money from you. Please visit our careers blog for more information.
As a Customer Success Manager (CSM) you will be instrumental in driving revenue growth and maximizing customer lifetime value. Your primary responsibility will be to act as the primary point of contact for a multi-million dollar book of business: to understand client key business objectives, nurture and expand relationships, drive renewal rates, and identify opportunities to upsell additional products or services. You will build and maintain strong relationships with their customer contacts, with a focus on executive leadership and strategic program managers.
This role will necessitate partnering closely with a large, cross-functional Contentsquare team - including members of Implementation, Enablement, Customer Experience, Sales and Product - to ensure the customer is supported at every stage of their journey.

What you'll do:

  • Relationship Management: Develop and maintain a trusted advisor relationship with key customer stakeholders & executive sponsors
  • Executive Alignment: Prepare and lead strategic meetings that drive actionable and measurable outcomes and partnership success, including Strategic Business Reviews, Executive Kick-Offs, and joint Success Planning
  • Drive Value: Align all partnership activities with key business objectives and measurable value outcomes, continuously demonstrate and communicate the value of our solutions to customers
  • Customer Advocacy: Act as the main point of contact and advocate for customers internally
  • Program Management: Collaborate cross functionally with other departments within Contentsquare to aid them in the customer lifecycle, ensure the success of the partnership, and ultimately secure customer renewal.
  • Success Planning: Hold regular calls with customers to help them strategize best how to use the product(s) to achieve their goals, answer questions relating to the product and keep customers informed of Contentsquare news and product updates
  • Subject Matter Expertise: Contribute to the customer’s digital CX strategy and optimization roadmap in collaboration with Professional Service Team members and Solution Experts
  • Upsell Identification: Collaborate with Sales teams to identify and drive growth opportunities contributing to upsell targets
  • Renewal Management: Drive renewals to successful completion in close collaboration with Sales to achieve gross retention targets
  • Thought Leadership: Proactively lead and maintain ongoing relationship with Executive Sponsors through Strategic Business Reviews and Executive summaries including sharing of best practices, thought leadership and industry trends
  • Commercial Discussions: Own the renewal process for ‘low growth’ accounts, developing and executing strategies to ensure high renewal rates and minimize churn

What you'll need to succeed:

  • 5-8 years experience as a customer success manager or similar customer-facing role (consulting, etc), with a strong track record of driving renewals and upsells in a SaaS or subscription-based business.
  • Highly organized, with the ability to manage a large and varied book of business (including differences in size, industry and use case)
  • Exceptional relationship management, with an emphasis on the ability to build, maintain, and grow relationships at executive level
  • Strong team player with the natural ability to collaborate effectively across departments and functions to achieve common goals, while acting as key decision maker
  • Analytics mindset: comfortable analyzing digital customer experience metrics and leveraging insights to generate actionable recommendations for web and app optimizations
  • Proficient understanding of web and mobile app architecture, design, and development
  • Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities
  • Exceptional communication and negotiation skills, with the ability to influence and persuade at all levels of an organization
Why you should join Contentsquare:
▪️ We’re humans first. We hire dedicated people and provide them with the trust, resources and flexibility to get the job done.
▪️ We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits.
▪️ We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge chance to create an immediate and lasting impact.
▪️ Our clients, partners and investors love our industry-leading product.
To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. 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).
▪️ Immediate eligibility for birthing and non-birthing parental leave.
▪️ Wellbeing allowance.
▪️ Home Office Allowance.
▪️ A Culture Crew in every country to coordinate regular outings such as game nights, movie nights, and happy hours.
▪️ Every full-time employee receives stock options, allowing them to share in the company’s success.
▪️ We offer many benefits in various countries -- ask your recruiter for more information.
We are a 2024 Circle Back Initiative Employer – we commit to responding to every applicant
Contentsquare is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, gender expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.
Your personal data will be securely stored in our hosting provider’s data center in Oregon (US West). We have implemented appropriate transfer mechanisms under applicable data protection laws.