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 who has outgrown the role of polite renewal coordinator. You understand how to maintain major client relationships, manage contracts effectively, and drive revenue—without requiring a full support team of CSMs, solution engineers, and enablement specialists. You're capable of speaking outcomes with a CMO, execution with a content director, and risk with compliance stakeholders. And you genuinely build automation that transforms your workflow, not simply "I use ChatGPT."

Contently operates in the enterprise space where errors carry significant cost: regulated content. Financial institutions, healthcare organizations, and major consumer brands rely on us because brand safety, governance, and compliance are non-negotiable. The advantage here is you're not landing in unproven accounts. You're taking ownership of an enterprise book where relationships are already established. Your responsibility is to convert that foundation into sustained and expanding revenue by demonstrating ROI in terms the client values, then scaling thoughtfully. As you do this, you'll contribute to defining what AI-enabled account management means in 2026 for a content platform—because that playbook doesn't exist yet.

This role means owning renewals with a closer's mentality. It's facilitating QBRs that resonate with leadership because you connect usage patterns to business outcomes like reduced compliance exposure and strengthened brand credibility. It's identifying expansion opportunities within accounts and in the broader market, then presenting proposals grounded in the client's actual activity and genuine needs. It also means delivering automation each quarter that eliminates hours of repetitive account management tasks, freeing your time for strategy, negotiation, and revenue growth. If your understanding of "AI capabilities" is limited to drafting 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 benefit. You'll collaborate cross-functionally with product, support, finance, and marketing specialists as necessary, but you're the operator responsible for results. If you're seeking a portfolio of legitimate enterprise accounts, immediate visibility into your impact, and a position where building with AI is a core expectation, please apply. If you're planning to use this role to learn AI building skills and expect a ramp-up period, please do not apply (other Crossover opportunities support that path).