Customer Success Manager, Scaled Programs in London

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers' whole online journey. We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

About the role

The Customer Success Manager, Scaled Programs is part of our Growth & GTM Strategy organization, within the Scaled Success Global team. In this role, you will independently manage a portfolio of 80‐120 customer accounts delivering proactive, digital‐first customer success that drives retention and customer value. You will own the full customer lifecycle, from onboarding through adoption, risk management, and renewal execution. Combining scalable engagement strategies (digital campaigns, webinars, automation) with strategic human touchpoints, you will help customers achieve their goals efficiently. You will operate with strong autonomy, tackle complex customer situations, and actively contribute to program improvement.

What you'll do

• 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.

What you'll need to succeed

• 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.

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. Here are a few we want to highlight:

• 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.

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