Senior Customer Success Manager

Senior Customer Success Manager

Location:

Remote

Reports to:

Head of Customer Success

Employment Type:

Full-time

We are seeking an experienced Senior Customer Success Manager (Senior CSM) to join our enterprise Customer Success team. This role is an individual contributor with responsibility for renewals, expansions, and long-term value realization across a portfolio of enterprise customers using our Component Content Management (CCMS) platform.

The Senior CSM will manage 25–30 enterprise customers, ranging from 20K - 500K in ARR, acting as a trusted advisor to executive stakeholders while driving measurable business outcomes, retention, and growth. In addition to owning their book of business, this role is expected to mentor other CSMs, contribute to process improvement, and help the team scale through best practices, tooling, and consistency.

This position is ideal for a positive thinking customer success professional who combines commercial acumen, executive presence, and operational discipline, and who thrives in complex enterprise environments.

• Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC, including adoption, retention, renewals, and upsells
• Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance
• Identify and execute upsell opportunities (additional authors/users, modules, groups) in partnership with Sales
• Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across your accounts

• Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders)
• Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment
• Navigate complex stakeholder environments and organizational change within enterprise accounts
• Develop and maintain customer success plans aligned to each customer’s business objectives

• Proactively identify early warning signals, including:
  • Adoption or usage decline
  • Executive disengagement
  • Support escalation patterns
  • Organizational or strategy changes
• Lead mitigation and recovery plans in collaboration with internal teams
• Escalate risks appropriately with clear context and recommendations

• Act as the primary customer advocate and internal quarterback across:
  • Sales
  • Professional Services
  • Support
  • Development
• Coordinate internal resources while setting clear expectations and avoiding over-commitment
• Provide actionable customer feedback to Product and Leadership teams
• Mentor other CSMs and help with CSM onboarding

• Actively contribute to improving Customer Success processes, playbooks, and tools
• Help define and refine:
  • Renewal and expansion workflows
  • Q  and success-planning standards
  • Risk-management frameworks
• Partner with leadership to support scale as the company and customer base grow

• 6+ years of experience in Customer Success, Account Management, or Consulting roles within B2B SaaS
• Proven experience managing enterprise customers with 20K - 500K+ ARR
• Demonstrated success owning:
  • Renewals
  • Expansion / upsell motions
  • Executive relationships
• Strong executive presence with experience engaging VP and C-level stakeholders
• Experience creating and managing success plans, value scorecards, and executive-level reporting
• Ability to identify, communicate, and mitigate customer risk proactively
• Experience collaborating cross-functionally in complex, matrixed SaaS organizations
• Data-driven mindset with strong CRM (ideally Salesforce) proficiency
• Excellent written, verbal, and presentation skills

• Experience in CCMS, enterprise content management, documentation platforms, or knowledge management
• Familiarity with structured content, XML, DITA, or content operations workflows
• Previous experience mentoring or coaching CSMs without direct people management responsibility
• Background in Technical Writing, Professional Services or Consulting environments