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Manager, Customer Success

Contentsquare is a digital experience analytics company dedicated to making the digital world more human through online experiences built on trust, privacy, and accessibility. Since our founding in France in 2012, we have grown to be a truly global team, representing more than 70 nationalities in offices across the world, including New York, London, Paris, Munich, San Francisco, Barcelona, Amsterdam, Tel Aviv, Tokyo, Singapore, and more.

We’ve been recognized by Frost & Sullivan as a Global Company of the Year, and by Wired Magazine as one of Europe’s hottest startups. In July of 2022, we raised $600M in Series F funding, doubling our valuation to $5.6B. But we’re not stopping there.

To reach our ambitious goals for the future, we will be nearly doubling the size of our global workforce in the next 2 years. Want to learn, innovate and contribute your unique perspective to an industry leader? Join the team dedicated to bringing more human analytics to the world!

About The Role:

We are seeking a Manager of Customer Success to support our expanding Customer Success organization. You will help lead, scale, and inspire a team of accomplished Success and/or Associate Success Managers who are committed to providing long-term value to Contentsquare's Enterprise Accounts in North America. You will report to the Regional Lead of Customer Success.

What You'll Do:

Manage Success and/or Associate Success Managers, overseeing the adoption of our customer methodology to deliver the gross-retention target and net-dollar expansion number for your assigned book of business.
Supporting the development of strategic plans and customer relationships to drive tangible value
Advise the team on renewal and upsell strategy, identifying gaps and amending plans to reflect regional needs and risk-assessments
Track customer health and drive the resolution of critical escalations working alongside our cross-functional teams, serving as a Management level connection and escalation for customer relationships
Set clear expectations and objectives with your team and provide regular feedback, reviews and quarterly performance appraisals
Directly influence and guide your team to fulfill personal development goals
Leverage Gainsight to report regularly on team performance and risk
Continuously evaluate team members knowledge of our product, internal processes and necessary tools (Gainsight, Jira, Salesforce, etc.) to identify needs for enablement or process improvements
Act as hiring manager for positions within your team
Collaborate with the Client Experience team on regional client communication needs and advocacy/loyalty programs (including events, webinars, newsletters, etc.)

What You'll Need:

3+ years of management experience
More than 5 years in a customer-facing role. Customer Success experience preferred.
Gainsight experience, preferred
Ability to persuade, influence and motivate a team dynamic that’s inline with Contentsquare culture
High level of emotional intelligence with a passion for mentoring and developing people independently and collectively
Strong collaborative skills and cross-functional relationships with the ability to influence peers
Independently capable of seeking information, solving conceptual problems, corralling resources and delivering results in complicated situations
Need to be data-driven, solutions-oriented and deeply passionate about Customer Success. You lead with creative problem solving and leverage data to drive influence and strategy
Have a customer-centric mindset and understand the end goal is to retain and grow our customer base
Understanding of best practices, emerging and competitive technologies and business challenges our customers face

#LI-Remote #BI-Remote

Why you should join Contentsquare

We’re humans first. We hire talented people and provide them with the trust, resources and flexibility to get the job done
We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits
We are a fast growing company with a track record of success over the past 10 years, yet we operate with the agility of a startup. That means a huge opportunity to make an immediate and lasting impact
Our clients, partners and investors love our industry-leading product

To keep our employees happy and engaged, we are always assessing the benefits/perks we offer to ensure we are competitive. Here are some we’d like to highlight:

Virtual onboarding, Hackathon, and our annual kickoff trip on a global basis! You have the opportunity to interact with our global colleagues
Generous paid time-off policy (every location is different)
Immediate eligibility for birthing and non-birthing parental leave
Wellbeing allowance
Home Office Allowance
A Culture Crew in every country to organize regular outings such as game nights, movie nights, and happy hours
Every full-time employee receives stock options, allowing them to share in the company’s success

- We offer many benefits in various countries - ask your recruiter for more information

Uniqueness is embedded in our DNA as one of our core values. We welcome everyone to apply.

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights.

Contentsquare Glassdoor Company Review

4.5