Senior Customer Success Manager, Scaled Programs at contentsquare

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: The Customer Success Manager, Scaled Programs is part of our Growth and GTM Strategy organization, within the Scaled Success Global team. This role is responsible for managing a portfolio of 80-120 customer accounts and owning the full customer lifecycle from onboarding through adoption, risk management, and renewal execution. You will run your book of business with an ownership mindset, using data, AI tools, and scalable engagement models to drive retention and customer value. This role reports to the Manager, Scaled Programs (EMEA) and is a critical contributor to protecting our annual recurring revenue. What you will do: 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. Use AI and other tools actively in your day-to-day workflow to prioritize accounts, draft communications, interpret signals, and work efficiently across a high-volume portfolio. 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. What you will need to succeed: 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 Nice to have: 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. Why you should join Contentsquare 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 Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or 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. Contentsquare may use AI-assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.