Senior Customer Success Manager, Enterprise

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, having secured $1.4 billion in funding and expanded to 15 offices worldwide. We’re here to stay—and we’re looking for team members that can help us further our growth.

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.

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 London.

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 your role and key responsibilities would look like:

• 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.
• Act as a liaison between your customers and our product teams to share product feedback and use cases to drive customer centricity of our product.
• Become a Contentsquare ambassador yourself leveraging knowledge of the market trends and tech ecosystem (AB Test, personalization, BI, competitors etc.) and the potential alignments with our solutions.
• Act as a public speaker, sharing your knowledge of Contentsquare and industry best practices internally in team meetings/workshops, with your clients, and at our customer and partner events.

• 5+ years experience in a high-touch enterprise customer success/account management/Senior Consulting position.
• You know how to build long-term client relationships (with both C-level and operational), with a passion to impact client business decisions and goals.
• Exceptional written and oral communication skills (structured, emotionally intelligent, and engaging).
• Diplomacy, assertiveness and influence skills, to drive issue resolution with cross-functional teams in a matrix organization (internally and externally).
• Experience with Digital Solutions and very good knowledge of Analytics (and specifically Product Analytics), A/B test and Data businesses.
• Experience collaborating closely with sales organizations to achieve business goals and growth.
• Demonstrable ability to take ownership and be proactive. Very structured working approach, ability to deal with several priorities in parallel.
• Excited by technology, data/analytics, and being a part of a high growth and constantly evolving sector.
• Ideally, you have experience in subscription based/SaaS Solutions, or you understand the challenges related to SaaS business model.
• Ability to adapt in a changing environment.

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).
• Immediate eligibility for birthing and non-birthing parental leave.
• Wellbeing and Home Office allowances.
• 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.