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 tired of playing the role of a polite contract processor. You understand how to maintain satisfaction with major accounts, ensure contract integrity, and sustain revenue momentum—without requiring a support army of CSMs, solution engineers, and enablement specialists. You can speak outcomes with a CMO, execution details with a content director, and risk mitigation with compliance teams. And you're capable of creating automation that fundamentally transforms your workflow, not just using ChatGPT for surface-level tasks.

Contently operates in the enterprise space where errors carry significant cost: regulated content. Financial institutions, healthcare organizations, and major consumer brands depend on us because brand safety, governance, and compliance are non-negotiable. What makes this compelling is that you won't be dropped into unfamiliar accounts. You'll take ownership of an enterprise book where relationships are already established. Your mission is to convert that established trust into sustained and expanding revenue by demonstrating ROI in terms your clients understand, then pursuing expansion strategically. In the process, you'll help shape what AI-driven account management means in 2026 for a content platform—because that playbook doesn't exist yet.

This role means owning renewals with the discipline of a closer. It's facilitating QBRs that resonate with executives because you connect usage metrics to business outcomes like reduced compliance exposure and strengthened brand authority. It's identifying expansion opportunities within accounts and in the broader market proactively, then presenting proposals grounded in the client's actual activity and genuine needs. It also means delivering automation on a quarterly basis that eliminates hours of repetitive account management tasks, freeing your capacity for strategy, negotiation, and growth initiatives. If your interpretation of "AI skills" is producing better emails more quickly, this role isn't for you.

You'll join a lean team where accountability defines the culture and autonomy is the reward. You'll collaborate cross-functionally with product, support, finance, and marketing specialists as situations require, but you're the driver responsible for delivering results. If you want responsibility for a portfolio of genuine enterprise accounts, immediate feedback on your impact, and a position where building with AI is a non-negotiable requirement, submit your application. If you're hoping to use this role to develop your AI building skills and expect time to gradually learn, do not apply (other Crossover opportunities support that learning path).