Senior Customer Success Manager

Job description

About the Opportunity

As a Senior Customer Success Manager,  you will work directly with Contentful customers in your region to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful.  You will partner closely with our sales, partner organization, and professional services teams and amplify the voices of the customers internally by driving continuous feedback into our product and customer teams.

What to expect?

• Build and own relationships across a book of business and embody the trusted advisor role, managing a book of business of around 25-30 enterprise accounts
• Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning of the partnership
• Understand and advise customers’ priorities with Contentful, capture and communicate KPIs and outcomes through a defined path to maturity and success
• Drive product adoption, customer satisfaction, and overall influence on customer health scores
• Lead effective and consistent customer and executive Business Reviews
• Flag and proactively mitigate risks within a book of business
• Own the end-to-end renewal process with Contentful’s largest and most strategic logos: leading proposal conversations, negotiating pricing and contract terms, and drive close plans to ensure opportunities are won in timely manner
• Accurately forecast renewal and expansion opportunities to leadership weekly
• Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs
• Prepare to travel ~15% annually for customer onsite meetings, sometimes internationally (eastern Canada)

What you need to be successful:

• 7+ years of experience in a customer-facing role with renewals experience; Customer Success Management or Key Account Management experience
• B2B SaaS, Content management systems, content strategy, or agency experience preferred
• Demonstrated success in meeting or exceeding sales or performance goals
• Ability to think strategically about a customer’s goals and drive renewal and expansion opportunities to close independently
• Interfaces effectively and confidently with executives at Fortune 500 companies
• Excellent oral and written communication skills: shows excellence in previous customer and internal engagements
• Collaborate effectively with cross-functional teams, including Sales, Product, and Support
• Ability to understand Contentful APIs, as well as the modern content management and digital experience stack. Independently uses data tools to engage in meaningful, proactive customer discussions.
• Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers.
• Bachelor’s Degree is highly preferred

What’s in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Comprehensive healthcare package covering 100% of monthly health premiums for employees  and 85% of costs for your dependents.
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• We value Work-Life balance and You Time!A generous amount of paid time off, including vacation days, sick days, compassion days for loss,  education days, and volunteer days
• Company paid parental leave to care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
• An annual wellbeing stipend to care for your physical, financial, or emotional health
• A monthly communication stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

This role will need to be conducted in a state in which we are currently registered to do business.

Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of California if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.

Salary Range: $136,000 - $184,000 OTE (⁸⁰⁄₂₀ split)

[This position is eligible for equity awards, annual bonuses, short- and long-term incentives, and program-specific awards, where applicable, in accordance with the terms of Contentful’s variable compensation plans

#LI-Hybrid #LI-CD1

Who are we?

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.

Everyone is welcome here!

“Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.

Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at [email protected]__with any information you may have.

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