Job Overview
Location
London, UK
Job Type
Full-time
Category
Customer Success
Date Posted
March 19, 2026
Full Job Description
š Description
- ā¢ As a Customer Success Manager, Scaled Programs at Contentsquare, you will play a pivotal role in driving customer retention and value realization for a portfolio of 80-120 accounts through a digital-first, scalable approach. This role is critical to Contentsquareās growth strategy, ensuring customers achieve measurable outcomes from the platform while contributing to long-term revenue stability and expansion.
- ā¢ You will own the entire customer lifecycleāfrom onboarding and adoption to risk management, renewal execution, and expansionāoperating with high autonomy to deliver proactive, data-informed engagement that balances scalable digital touchpoints with strategic human interaction.
- ā¢ You will be part of the Growth & GTM Strategy organization within the Scaled Success Global team, a collaborative and innovative unit focused on scaling customer success through automation, playbooks, and cross-functional alignment to maximize efficiency and impact across a large customer base.
- ā¢ In this role, you will develop deep expertise in SaaS customer success, digital engagement strategies, and renewal management, while honing your analytical, influencing, and program-design skillsāpositioning you for advancement into senior customer success, strategy, or leadership roles within Contentsquareās global organization.
- ā¢ 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
- ā¢ Execute complex renewal transactions including multi-product negotiations, pricing discussions, objection handling, and renewal closing, while proactively identifying expansion opportunities
- ā¢ 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
- ā¢ 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
- ā¢ Contribute to program improvement by identifying playbook gaps, testing new engagement approaches, and providing strategic recommendations to leadership on Scaled CS effectiveness
šÆ Requirements
- ā¢ Proven customer success or account management experience managing portfolios of accounts independently, preferably in a scaled, digital-first, or SMB environment
- ā¢ Multilingual capabilities are essential (French, Spanish, German, or other European languages)
- ā¢ Strong communication and influencing skills to engage customers and internal stakeholders across multiple channels (email, video, webinars, phone)
- ā¢ Advanced proficiency with CRM (Salesforce), CS platforms (Gainsight preferred), and digital engagement and automation tools
- ā¢ Strong analytical and problem-solving skills to interpret customer data, identify patterns, and adapt approaches creatively with limited information
- ā¢ Self-directed and proactive, with the ability to prioritize effectively and make sound judgment calls within established guidelines
- ā¢ 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
šļø Benefits
- ā¢ Competitive salary and performance-based bonuses tied to individual and team success
- ā¢ Comprehensive health, dental, and vision insurance plans for employees and dependents
- ā¢ Generous paid time off, including vacation, sick leave, and company holidays
- ā¢ Professional development stipend and access to learning platforms for skill growth
- ā¢ Hybrid work flexibility with options for remote and in-office collaboration in London
- ā¢ Employee wellness programs, including mental health resources and fitness subsidies
- ā¢ Equity participation through stock options or similar long-term incentives
- ā¢ Regular team events, offsites, and a culture that values inclusion, curiosity, and continuous improvement
Skills & Technologies
Onsite
About ContentSquare SAS
ContentSquare SAS provides a digital experience analytics platform that captures user interactions on websites and mobile apps. Using AI-driven analysis, it visualizes customer journeys, identifies friction points, and quantifies revenue impact of UX issues. The software offers heatmaps, session replays, zone-based engagement metrics, and predictive alerts to help e-commerce, retail, financial services, and travel brands optimize conversion rates and personalize experiences across digital touchpoints.
