Senior Customer Success Manager

$100,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($50 USD/hour)

You're an enterprise account manager frustrated by the limitations of reactive renewal work. You understand how to maintain satisfaction across high-profile accounts, manage contract integrity, and drive revenue continuity—without requiring layers of support from CSM teams, technical resources, or enablement staff. You're capable of speaking outcomes with a CMO, execution with a content director, and risk with compliance officers. And you genuinely build automation that transforms your workflow, not superficial tool usage.

Contently operates in the enterprise territory where errors carry consequences: regulated content environments. Financial institutions, healthcare organizations, and recognized consumer brands rely on us because brand protection, governance frameworks, and compliance standards are non-negotiable. What makes this opportunity compelling is that you're not entering unfamiliar territory. You're taking ownership of an enterprise book where relationships are established. Your mission is to convert that foundation into sustained and expanded revenue by demonstrating ROI in terms clients understand, then growing accounts strategically. As you execute, you'll help shape what AI-enabled account management means in 2026 for a content platform—because that playbook doesn't exist yet.

This role means treating renewals like a revenue professional. It's delivering quarterly business reviews that resonate with leadership because you connect platform usage to measurable outcomes like reduced compliance exposure and enhanced brand positioning. It's identifying expansion opportunities within accounts and the broader market proactively, then presenting proposals grounded in actual client activity and genuine needs. It also requires deploying automation each quarter that eliminates hours of repetitive account management tasks, reallocating your capacity toward strategy, negotiation, and growth initiatives. If your conception of "AI capability" is drafting better emails more quickly, this role isn't the right fit.

You'll join a lean organization where accountability defines the culture and autonomy is a core benefit. You'll collaborate cross-functionally with product, support, finance, and marketing specialists as situations demand, but you're the operator responsible for delivering results. If you want ownership of a genuine enterprise portfolio, rapid feedback on your impact, and a position where building with AI is a mandatory skill, this is worth your application. If you're seeking to develop AI building skills on the job and expect a gradual learning curve, this isn't the opportunity for you (other roles at Crossover offer that path).