Senior Customer Success Manager

About this role

Senior Customer Success Manager

Location: Remote

Reports to: Head of Customer Success

Employment Type: Full-time

Role Overview

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.

Key Responsibilities

Customer & Commercial Ownership

• 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

Executive Engagement & Stakeholder Management

• 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...