Job Overview
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Job Description
Enterprise Customer Success Manager
Contently is seeking an experienced Enterprise Customer Success Manager to manage a portfolio of established enterprise accounts. This role focuses on retaining and expanding revenue by demonstrating ROI, driving strategic growth, and developing AI-enabled account management workflows. You will own renewals with a closer's mentality and conduct executive-level QBRs, connecting usage data to business outcomes like risk mitigation and brand authority strengthening. Proactively identify expansion opportunities and present proposals grounded in client needs. You will also deliver automation solutions quarterly to streamline repetitive tasks.
What You Will Be Doing
- Account Renewals: Execute annual contract renewals punctually, maintaining or exceeding current ARR, with documented rationale for retention.
- Customer Success Plans: Maintain a per-account success plan that documents client objectives, health indicators, renewal schedules, and expansion pathways.
- AI Workflow Automation: Develop scripts or automation solutions to manage routine tasks (data report generation, status communications, QBR preparation activities).
What You Won’t Be Doing
- Acquiring new logos or conducting cold outreach campaigns.
- Developing content marketing strategies on behalf of customers.
- Limiting AI tool usage to writing assistance or research support only.
Key Responsibilities
- Retain and expand revenue across Contently's established enterprise portfolio.
Basic Requirements
- Minimum 2 years of experience managing enterprise accounts valued at $200K+ ARR within a software company.
- Demonstrated experience leveraging data (usage metrics, renewal history, platform engagement) to construct business cases for executive-level buyers.
- Capability to build AI workflow automations.
- Willingness to operate during US work hours (EST time zone).
About Contently
Contently’s powerful content marketing platform and award-winning content creation services empower you to align, scale, and optimize for content marketing success.
Working with Us
This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $50 USD/hour, which equates to $100,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.
Key skills/competency
- Enterprise Account Management
- Customer Success Management
- Revenue Retention and Expansion
- AI Workflow Automation
- Data Analysis and Business Case Development
- Executive Communication (CMO, Content Director)
- Risk Mitigation and Compliance
- Strategic Account Planning
- QBR Management
- Contract Management
How to Get Hired at Crossover
- Tailor your resume: Highlight enterprise account management, AI automation, and data-driven business case experience.
- Showcase AI skills: Emphasize practical AI workflow automation development, not just tool usage.
- Prepare for QBRs: Practice discussing how usage data links to client outcomes and ROI.
- Demonstrate executive presence: Be ready to communicate complex concepts to CMOs and directors clearly.
- Understand the domain: Familiarize yourself with regulated content challenges in finance and healthcare.
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