easyDITA
Senior Customer Success Manager
Location: Remote
Reports to: Head of Customer Success
Employment Type: Full-time
Role Overview We are seeking an experienced Senior Customer Success Manager (Senior CSM) to join our enterprise Customer Success team. This role is an individual contributor with responsibility for renewals, expansions, and long-term value realization across a portfolio of enterprise customers using our Component Content Management (CCMS) platform.
The Senior CSM will manage 25–30 enterprise customers, ranging from 20K - 500K in ARR, acting as a trusted advisor to executive stakeholders while driving measurable business outcomes, retention, and growth. In addition to owning their book of business, this role is expected to mentor other CSMs, contribute to process improvement, and help the team scale through best practices, tooling, and consistency.
This position is ideal for a positive thinking customer success professional who combines commercial acumen, executive presence, and operational discipline, and who thrives in complex enterprise environments.
Key Responsibilities Customer & Commercial Ownership
Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC, including adoption, retention, renewals, and upsells
Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance
Identify and execute upsell opportunities (additional authors/users, modules, groups) in partnership with Sales
Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across your accounts
Executive Engagement & Stakeholder Management
Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders)
Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment
Navigate complex stakeholder environments and organizational change within enterprise accounts
Develop and maintain customer success plans aligned to each customer’s business objectives
Risk Identification & Mitigation
Proactively identify early warning signals, including:
Adoption or usage decline
Executive disengagement
Support escalation patterns
Organizational or strategy changes
Lead mitigation and recovery plans in collaboration with internal teams
Escalate risks appropriately with clear context and recommendations
Cross-Functional Leadership
Act as the primary customer advocate and internal quarterback across:
Sales
Professional Services
Support
Development
Coordinate internal resources while setting clear expectations and avoiding over-commitment
Provide actionable customer feedback to Product and Leadership teams
Mentor other CSMs and help with CSM onboarding
Process Improvement & Scale
Actively contribute to improving Customer Success processes, playbooks, and tools
Help define and refine:
Renewal and expansion workflows
QBR and success-planning standards
Risk-management frameworks
Partner with leadership to support scale as the company and customer base grow
Required Qualifications
6+ years of experience in Customer Success, Account Management, or Consulting roles within B2B SaaS
Proven experience managing enterprise customers with 20K - 500K+ ARR
Demonstrated success owning:
Renewals
Expansion / upsell motions
Executive relationships
Strong executive presence with experience engaging VP and C-level stakeholders
Experience creating and managing success plans, value scorecards, and executive-level reporting
Ability to identify, communicate, and mitigate customer risk proactively
Experience collaborating cross-functionally in complex, matrixed SaaS organizations
Data-driven mindset with strong CRM (ideally Salesforce) proficiency
Excellent written, verbal, and presentation skills
Preferred / Nice-to-Have Qualifications
Experience in CCMS, enterprise content management, documentation platforms, or knowledge management
Familiarity with structured content, XML, DITA, or content operations workflows
Previous experience mentoring or coaching CSMs without direct people management responsibility
Background in Technical Writing, Professional Services or Consulting environments
Success in This Role Looks Like
High gross and net dollar retention across your portfolio
No surprise churn; risks are identified and addressed early
Customers can clearly articulate the business value of our platform
Customer Success processes become more consistent, scalable, and effective over time
About Heretto Inc. Headquartered in Rochester, NY, Heretto helps organizations capture, govern and deliver knowledge at scale. Heretto enables the deployment of knowledge content to customers at each of their touchpoints, in their language, and tailored to their needs. By adopting our software, our customers see significant savings in cost and time to market, while simultaneously driving a better customer experience.
We are changing the status quo for knowledge publishing and finally resolving the plague of corporate knowledge silos.
Our customers range from growing small businesses to Fortune 500 Enterprises who use our product to manage millions of topics and rely on us to maximize their use of structured content inside and outside their organizations. Our open architecture allows us to integrate with a variety of systems with a wide range of APIs bringing unique solutions to our clients’ content management issues.
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Reports to: Head of Customer Success
Employment Type: Full-time
Role Overview We are seeking an experienced Senior Customer Success Manager (Senior CSM) to join our enterprise Customer Success team. This role is an individual contributor with responsibility for renewals, expansions, and long-term value realization across a portfolio of enterprise customers using our Component Content Management (CCMS) platform.
The Senior CSM will manage 25–30 enterprise customers, ranging from 20K - 500K in ARR, acting as a trusted advisor to executive stakeholders while driving measurable business outcomes, retention, and growth. In addition to owning their book of business, this role is expected to mentor other CSMs, contribute to process improvement, and help the team scale through best practices, tooling, and consistency.
This position is ideal for a positive thinking customer success professional who combines commercial acumen, executive presence, and operational discipline, and who thrives in complex enterprise environments.
Key Responsibilities Customer & Commercial Ownership
Own the end-to-end success of a portfolio of 25–30 enterprise customers primarily in the Western US but also in APAC, including adoption, retention, renewals, and upsells
Proactively manage renewals and expansions, initiating renewal discussions 6+ months in advance
Identify and execute upsell opportunities (additional authors/users, modules, groups) in partnership with Sales
Forecast renewals and expansions accurately and maintain a strong view of risk and opportunity across your accounts
Executive Engagement & Stakeholder Management
Build trusted relationships with all stakeholders (economic buyers, executive sponsors, champions, and content operations leaders)
Lead Business Reviews (EBRs/QBRs) focused on value realized, outcomes achieved, and roadmap alignment
Navigate complex stakeholder environments and organizational change within enterprise accounts
Develop and maintain customer success plans aligned to each customer’s business objectives
Risk Identification & Mitigation
Proactively identify early warning signals, including:
Adoption or usage decline
Executive disengagement
Support escalation patterns
Organizational or strategy changes
Lead mitigation and recovery plans in collaboration with internal teams
Escalate risks appropriately with clear context and recommendations
Cross-Functional Leadership
Act as the primary customer advocate and internal quarterback across:
Sales
Professional Services
Support
Development
Coordinate internal resources while setting clear expectations and avoiding over-commitment
Provide actionable customer feedback to Product and Leadership teams
Mentor other CSMs and help with CSM onboarding
Process Improvement & Scale
Actively contribute to improving Customer Success processes, playbooks, and tools
Help define and refine:
Renewal and expansion workflows
QBR and success-planning standards
Risk-management frameworks
Partner with leadership to support scale as the company and customer base grow
Required Qualifications
6+ years of experience in Customer Success, Account Management, or Consulting roles within B2B SaaS
Proven experience managing enterprise customers with 20K - 500K+ ARR
Demonstrated success owning:
Renewals
Expansion / upsell motions
Executive relationships
Strong executive presence with experience engaging VP and C-level stakeholders
Experience creating and managing success plans, value scorecards, and executive-level reporting
Ability to identify, communicate, and mitigate customer risk proactively
Experience collaborating cross-functionally in complex, matrixed SaaS organizations
Data-driven mindset with strong CRM (ideally Salesforce) proficiency
Excellent written, verbal, and presentation skills
Preferred / Nice-to-Have Qualifications
Experience in CCMS, enterprise content management, documentation platforms, or knowledge management
Familiarity with structured content, XML, DITA, or content operations workflows
Previous experience mentoring or coaching CSMs without direct people management responsibility
Background in Technical Writing, Professional Services or Consulting environments
Success in This Role Looks Like
High gross and net dollar retention across your portfolio
No surprise churn; risks are identified and addressed early
Customers can clearly articulate the business value of our platform
Customer Success processes become more consistent, scalable, and effective over time
About Heretto Inc. Headquartered in Rochester, NY, Heretto helps organizations capture, govern and deliver knowledge at scale. Heretto enables the deployment of knowledge content to customers at each of their touchpoints, in their language, and tailored to their needs. By adopting our software, our customers see significant savings in cost and time to market, while simultaneously driving a better customer experience.
We are changing the status quo for knowledge publishing and finally resolving the plague of corporate knowledge silos.
Our customers range from growing small businesses to Fortune 500 Enterprises who use our product to manage millions of topics and rely on us to maximize their use of structured content inside and outside their organizations. Our open architecture allows us to integrate with a variety of systems with a wide range of APIs bringing unique solutions to our clients’ content management issues.
#J-18808-Ljbffr