Customer Success Advocate - I

What is Contentstack? Contentstack is on a mission to deliver the world’s best digital experiences through a fusion of cutting-edge content management, customer data, personalization and AI technology. Iconic brands, such as AirFrance KLM, ASICS, Burberry, Mattel, Mitsubishi and Walmart, depend on the platform to rise above the noise in today's crowded digital markets and gain their competitive edge. Contentstack and its employees are dedicated to the customers and communities they serve. The company is recognized for its unmatched customer care and tradition of giving back globally through the Contentstack Cares program, including proud support of Pledge 1% and Girls Who Code. Learn more at www.contentstack.com . Who Are We? At Contentstack we are more than colleagues, we are a tribe. Our vision is to pursue equity among our communities, employees, partners, and customers. We are global-diverse yet close; distributed yet connected. We are dreamers and dreammakers who challenge the status quo. We do the right thing, even when no one is watching. We are curious trendspotters and brave trendsetters. Our mission is to make Contentstack indispensable for organizations to tell their stories and to connect with the people they care about through inspiring, modern experiences. We care deeply about our customers and the communities we serve. #OneTeamOneDream. Chalo, let’s go! Customer Success Advocate (CSA) Role Overview We’re looking for a Customer Success Advocate (CSA) to support and scale our one-to-many Customer Success motion for long-tail customers. This role is ideal for someone who thrives in a fast-paced, high-volume environment and is passionate about driving customer engagement, retention, and growth through structured programs and data-driven execution. As a CSA, you will manage a portfolio of customers using scalable engagement strategies, ensuring they stay on track with their goals, remain engaged with our platform, and are renewing with no friction. You’ll work closely with your Team Lead and cross-functional partners to execute programs, identify risks, and contribute to revenue outcomes. What You’ll Be Doing Customer Engagement & Success Execution • Manage a portfolio of long-tail customers through scaled, programmatic engagement (email, webinars, campaigns, office hours) • Drive consistent customer touchpoints aligned to lifecycle milestones (onboarding, adoption, renewal) • Help customers understand and realize value from the platform through targeted outreach and education • Ensure customers are progressing toward their desired outcomes using defined success frameworks Renewal & Commercial Support • Support renewal readiness across your portfolio by tracking timelines, engagement, and risk signals • Identify early signs of churn or contraction and escalate appropriately with context and recommendations • Partner with your team on renewal conversations and commercial negotiations • Identify and surface expansion opportunities (upsell, cross-sell) based on customer usage and needs Data & Operational Excellence • Maintain accurate and up-to-date records in Salesforce and other CS tools • Track engagement, health signals, and activity across your portfolio • Use data and dashboards to prioritize outreach and guide decision-making • Follow defined playbooks and contribute feedback to improve workflows and programs Scaled Program Execution • Execute one-to-many programs including campaigns, automated journeys, and customer education initiatives • Support webinars, events, and digital engagement strategies to drive adoption at scale • Ensure timely and consistent follow-up across all customer interactions Cross-Functional Collaboration • Partner with Technical Support, Product, and Solutions teams to help resolve customer issues • Share customer feedback and common trends with your Team Lead • Collaborate with peers to continuously improve team processes and best practices What We’re Looking For • 4+ years of experience in Customer Success, Account Management, or a related SaaS/customer-facing role • Experience working with a high-volume customer portfolio or scaled engagement model preferred • Strong organizational skills with the ability to manage multiple customers and priorities simultaneously • Comfort working with data, dashboards, and systems to guide decisions • Clear and effective written and verbal communication skills • Ability to follow structured processes while adapting to customer needs • Familiarity with tools like Salesforce, Gainsight, Gong, or similar platforms is a plus • Experience in SaaS, Martech, CMS, or digital experience platforms is a plus What Success Looks Like in This Role • Consistent Customer Engagement: Customers in your portfolio are actively engaged through programs and outreach • Renewal Readiness: Strong support of renewal cycles with clear visibility into risks and opportunities • Data Quality: High-quality, reliable data in systems enabling accurate reporting…