Customer Success Advocate Team Lead

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! What Are We Looking For? We’re looking for a Team Lead, Customer Success Advocate to lead and scale our one-to-many Customer Success motion for long-tail customers. This is a player-coach role for a hands-on Customer Success leader who thrives at the intersection of customer engagement, commercial execution, and operational excellence. In this role, you’ll manage your own portfolio of customers while also leading and developing a team of Associate Customer Success Advocates (CSAs). You’ll ensure our scaled programs run smoothly, customers stay engaged and on track, and renewal outcomes are predictable and data-driven. You’ll also act as a key connector between front-line execution and Customer Success leadership—bringing visibility, insights, and recommendations that help shape strategy at scale. If you enjoy mentoring others, working across systems and teams, and using data to drive better customer and business outcomes, this role offers both leadership impact and hands-on ownership. Here’s What You’ll Be Doing : Lead, coach, and support a team, using AI-assisted insights to ensure consistent, high-quality execution across a large portfolio Provide ongoing feedback and performance coaching, leveraging governed AI tools to analyze team interactions (calls, emails, outreach) and surface coaching insights and best practices at scale Partner with Global Customer Success Leadership on hiring, onboarding, training programs, and performance evaluations Act as “air traffic control” for the long-tail portfolio, balancing workloads and ensuring customers receive timely, effective engagement Customer Success Commercial Execution Own a personal portfolio of customers, modeling best practices for scaled engagement and renewal readiness Support the team in managing renewals, navigating commercial conversations, and identifying expansion or upsell opportunities Maintain a strong understanding of subscription mechanics, renewal timelines, and risk signals Identify early signs of churn or contraction and escalate risks with clear recommendations Data-Driven Program Management Use data as the foundation for decision-making, applying governed AI to synthesize adoption trends, customer health signals, and team activity into actionable insights Track and report on KPIs related to engagement, renewals, pipeline contribution, and program effectiveness Provide data-backed recommendations to improve outreach strategies, workflows, and tooling Set the standard for Salesforce and system hygiene, ensuring accurate, reliable reporting Cross-Functional Collaboration ... (truncated, view full listing at source)