Job Overview
Location
New York, New York
Job Type
Full-time
Category
Customer Success
Date Posted
April 4, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager, Scaled Programs at ContentSquare SAS, you will independently manage a portfolio of 80-150 customer accounts under $60K ACV, driving retention and value realization through proactive, digital-first engagement and strategic human touchpoints across the full customer lifecycle.
- • You will execute complex renewal transactions, including multi-product negotiations and pricing discussions, while identifying expansion opportunities and managing objections to ensure successful contract renewals.
- • You will design and deliver signal-based engagement strategies by monitoring customer health metrics, usage patterns, and risk indicators, then creating targeted campaigns, webinars, and 1:1 interventions to support customer goals and adoption.
- • You will collaborate cross-functionally with onboarding, product, sales, and support teams to resolve complex customer issues, mentor peers, and contribute to program improvement by refining playbooks and testing new engagement approaches.
- • You will operate within ContentSquare’s Growth & GTM Strategy organization, specifically the Scaled Success Global team, working autonomously to solve customer challenges and enhance the effectiveness of scaled success initiatives for the SMB segment.
- • You will help foster an inclusive, learning-driven culture where daring, understanding, and deliberate behaviors are valued, contributing to a global team across 15 offices committed to making digital experiences simpler for customers and their end users.
🎯 Requirements
- • Proven experience in customer success or account management managing portfolios of accounts independently, preferably in a scaled, digital-first, or SMB environment
- • Strong communication and influence skills to engage customers and internal stakeholders effectively across email, video, webinars, and phone
- • Advanced proficiency with CRM (Salesforce), customer success platforms (Gainsight preferred), and digital engagement/automation tools
- • Strong analytical and problem-solving abilities to interpret customer data, identify trends, and devise solutions with limited information
- • Self-directed and proactive work style with the ability to prioritize, make sound judgments, and operate effectively within established guidelines
🏖️ Benefits
- • Opportunity to work with a global leader in experience analytics operating across 15 offices worldwide
- • Inclusive workplace culture that values learning, growth, and collaboration among daring, understanding, and deliberate team members
- • Autonomy to drive impact, solve complex customer challenges, and contribute to strategic program improvements
- • Exposure to cutting-edge digital experience analytics tools and the chance to deepen expertise in SaaS and customer value realization
- • Professional growth through mentoring peers, shaping best practices, and influencing scalability of customer success initiatives
Skills & Technologies
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.
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