Customer Success Manager, Scaled Programs (Hiring Immediately)

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, within the Scaled Success Global team. In this role, you will independently manage a portfolio of 80-120 customer accounts delivering proactive, digital-first customer success that drives retention and customer value.You will own the full customer lifecycle, from onboarding through adoption, risk management, and renewal execution. Combining scalable engagement strategies (digital campaigns, webinars, automation) with strategic human touchpoints, you will help customers achieve their goals efficiently. You will operate with strong autonomy, tackle complex customer situations, and actively contribute to program improvement.

What you'll do:

• Own the full customer lifecycle for a portfolio of 80-120 accounts, driving retention and value realization through digital-first engagement and strategic touchpoints, with minimal guidance
• Execute complex renewal transactions including multi-product negotiations, pricing discussions, objection handling, and renewal closing, while proactively identifying expansion opportunities
• Design and deliver proactive, signal-based engagement by monitoring customer health metrics, usage patterns, and risk indicators, and executing targeted campaigns, webinars, and 1:1 interventions
• Collaborate cross-functionally with onboarding, product, sales, and support teams to resolve complex customer situations, and mentor less experienced team members by sharing best practices
• Contribute to program improvement by identifying playbook gaps, testing new engagement approaches, and providing strategic recommendations to leadership on Scaled CS effectiveness

• Proven customer success or account management experience managing portfolios of accounts independently, preferably in a scaled, digital-first, or SMB environment
• Multilingual capabilities are essential (French, Spanish, German, or other European languages)
• Strong communication and influencing skills to engage customers and internal stakeholders across multiple channels (email, video, webinars, phone)
• Advanced proficiency with CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement and automation tools
• Strong analytical and problem-solving skills to interpret customer data, identify patterns, and adapt approaches creatively with limited information
• Self-directed and proactive, with the ability to prioritize effectively and make sound judgment calls within established guidelines
• Experience with SaaS products or digital analytics tools (Contentsquare, Heap, Hotjar, or similar), with the ability to guide customers on product adoption and value realization

• Experience executing renewals or working in a renewals or sales capacity
• Track record of creating and executing digital customer engagement campaigns
• Experience mentoring or training team members in a CS environment
• Deep knowledge of digital experience analytics or product analytics platforms