Team Lead, Customer Success Manager Job at Contentstack
What is Contentstack?
ContentstackⓇ – the pioneering Agile Content Management System (CMS) – empowers marketers and developers to collaborate around content like never before. Together, they orchestrate superior customer journeys and deliver dynamic digital experiences across channels, audiences, brands, and regions. Companies such as Chase, Express, Holiday Inn, Icelandair, Mattel, McDonald’s, Mitsubishi, Riot Games, Sephora, and Shell trust Contentstack to power their most critical content experiences. Famous for its Care Without Compromise™, Contentstack has the industry’s highest customer satisfaction. As a founder of the MACH Alliance, Contentstack advocates for open and composable technology that is Microservices-based, API-first, Cloud-native SaaS, and Headless. Learn more at www.contentstack.com.
Who Are We?
Here at Contentstack we are more than colleagues, we are a tribe. Our vision is to pursue equity among our communities, employees, partners, and customers. We are global-diverse yet close; distributed yet connected. We are dreamers and dreammakers who challenge the status quo. We do the right thing, even when no one is watching. We are curious trendspotters and brave trendsetters. Our mission is to make Contentstack indispensable for organizations to tell their stories and to connect with the people they care about through inspiring, modern experiences. We care deeply about our customers and the communities we serve. #OneTeamOneDream. Chalo, let’s go!
What Are We Looking For?
Contentstack is looking for a Team Lead, Customer Success Manager. Your main role will be to enable the customer success managers, acting as a point of contact for all customer related issues or tasks. You are to inspire and motivate the team to achieve their Goals and Objectives quarterly. Everyone at Contentstack works for the customer, you are to enable CSM engagement and deliverables, developing talent for the future. If you’re looking for an opportunity to join an innovative, fun, and fast-paced team where your contributions will have a meaningful impact, we’d love to hear from you! Here's what you'll be doing:
Responsible for the overall success of assigned Customer Success Managers (CSM’s).
- Work with the CS leadership to train and enable the success of the CSM team.
- Be a player/coach:
- Own a Book of Business, responsible for renewals and upsells.
- Coach team members on how to renew customers and upsell on value.
- Develop plans for each CSM to reach RBO’s and Goals per quarter/year.
- Assist and own the CSQA Program amongst assigned CSM’s, ensure the outcome of Radiant Referencability is achieved.
- Mentor CSM’s on account auditing and scheduling customer calls.
- Create and partake in Executive Business Reviews for you and your team’s accounts with a focus on demonstrating value, driving adoption and deepening engagement.
- Conduct weekly/monthly 1-1’s with assigned CSM’s.
- Meet quarterly with CS leadership on employee enablement and employee development.
- Lead customer retention calls/strategy of assigned CSM’s with CS leadership.
- Assist with interviewing candidates and making recommendations for hiring decisions. Orient new team members and assist ongoing team members with continually improving job performance.
- Work with CS Leadership on projects and initiatives to further the Team’s and your personal goals.
- Hyper-focused on cross-functional collaboration to drive resolution and improvement to customer issues. Engaging with cross functional partners (Sales, Marketing, Product, Engineering) to spearhead remediation of problems.
What Really Gets Us Excited About You?
- 5+ years of customer success experience
- Experience with Enterprise SaaS software (preferably CMS)
- Excellent communication skills both with customers and internally
- Ability to lead and enable customer success managers (CSMs) to hit their KPIs as individuals and as a team
- A calm, steady hand in the face of customer issues. Ideally, you can regale the hiring manager with stories about how you turn frustrated customers into champions
- Strong track record of defining and executing against key performance indicators
- Ability to build trust and rapport with a customer success team
- Proactive interest to increase customer satisfaction and deepen customer relationships
- Creative and enthusiastic
- French fluency preferred
What Do We Offer?
Interesting Work | We hire curious trendspotters and brave trendsetters. This is NOT your boring, routine, cushy, rest-and-vest corporate job. This is the “challenge yourself” role where you learn something new every day, never stop growing, and have fun while you’re doing it.
Tribe Vibe | We are more than colleagues, we are a tribe. We have a strict “no a**hole policy” and enforce it diligently. This means we spend time together - with spontaneous office happy hours, organized outings, and community volunteer opportunities. We are a diverse and distributed team, but we like to stay connected.
Bragging Rights | We are dreamers and dream makers. Our efforts pay off and we work with the most prestigious brands, from big-name retailers to airlines, to professional sports teams. Your contribution will make an impact with many of the most recognizable names in almost every industry including Chase, The Miami HEAT, Cisco, Shell, Express, Riot Games, IcelandAir, Morningstar, and many more!
One Team One Dream | This is one of our values, and it shows. We don’t believe in artificial hierarchies. If you’re part of the tribe, you have an opportunity to contribute. Your voice will be heard and you will also receive regular updates about the business and its performance. Which, btw, is through the roof, so it’s a great time to be joining…
To review our Privacy Policy, please click here.
Please Note :
epokagency.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, epokagency.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.