Customer Success & Operations Manager driving customer engagement and improving onboarding processes in construction tech company. Supporting clients in leveraging AI - driven project management software.
About the role
- Customer Success Manager managing a portfolio of 80-120 customer accounts at Contentsquare. Driving retention and customer value through digital-first engagement strategies.
Responsibilities
- 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
Requirements
- 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
- Nice to have:
- 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
Benefits
- Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
- Work flexibility: hybrid and remote work policies
- Generous paid time-off policy (every location is different)
- Lifestyle allowance
- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
- Every full-time employee receives stock options, allowing them to share in the company’s success
- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
- And more benefits tailored to each country
Job title
Job type
Experience level
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Degree requirement
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