Customer Success Manager, Scaled Programs

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 role: The Customer Success Manager, Scaled Programs is part of our Growth & GTM Strategy organization, specifically within the Scaled Success Global team. This role is responsible for independently managing a portfolio of 80-150 customer accounts under $60K ACV, delivering proactive, digital-first customer success that drives retention and customer value. As an experienced Scaled CSM, you will own the full customer lifecycle - from onboarding through adoption, risk management, and renewal execution. You'll design and execute scalable engagement strategies (digital campaigns, webinars, automation) combined with strategic human touchpoints to ensure customers achieve their goals efficiently. You'll work with greater autonomy to solve complex customer situations and contribute to program improvement. What you'll do: Drive customer retention and value realization across an assigned portfolio of 80-150 accounts by independently managing the full customer lifecycle from onboarding through renewal, using digital-first engagement and strategic human touchpoints with minimal guidance. Execute complex renewal transactions for your book of business, including multi-product negotiations, pricing discussions, handling objections, and renewal closing, while proactively identifying and positioning expansion opportunities. Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, then creating and executing targeted campaigns, webinars, and 1:1 interventions based on customer needs with creative problem-solving. Partner cross-functionally and mentor peers by collaborating with onboarding teams, product specialists, sales, and support to resolve complex customer situations, while also sharing best practices with less experienced team members. Drive program improvement by identifying gaps in playbooks and digital resources, testing new engagement approaches, and providing strategic recommendations to leadership on how to improve Scaled CS effectiveness for the segment. What you'll need to succeed: Proven customer success or account management experience managing portfolios of accounts independently (preferably in a scaled, digital-first, or SMB environment) Strong communication and influence skills with the ability to engage customers and internal stakeholders effectively across multiple channels (email, video, webinars, phone) Advanced proficiency with technology and systems including CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement/automation tools Strong analytical and problem-solving skills to interpret customer data, identify patterns, devise solutions based on limited information, and adapt existing approaches to resolve issues creatively Self-directed and proactive with the ability to work independently, prioritize effectively, and make sound judgment calls within established guidelines Experience with SaaS products or digital analytics tools (Heap, Contentsquare, Hotjar, or similar platforms), with the ability to guide customers on product adoption and value realization Nice to have: Experience executing renewals or working in a renewals/sales capacity Track record of creating and executing digital customer engagement campaigns Multilingual capabilities (Spanish) Experience mentoring or training team members in a CS environment Deep knowledge of digital experience analytics or product analytics platforms