Customer Success Manager, Enterprise

About the opportunity

As a 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.

This is a hybrid role where office attendance in downtown San Francisco is expected 2 days per week.

What to expect?

• Build and own relationships across a full 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
• 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 Business Reviews based on the defined Business Review rubric
• Flag and proactively mitigate risks within a book of business
• Drive the renewal conversations to close with Contentful’s largest and most strategic logos.
• Confidently negotiate pricing and contract terms with procurement teams in the Fortune top 20.
• Close renewals on time and forecast them accurately to leadership weekly
• Create and drive customer close plans for renewal
• 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 ~25% annually for customer onsite meetings

What you need to be successful?

• 5+ years of experience in a customer-facing role with renewals experience; Customer Success Management, Renewals Management, or Key Account Management experience
• Content management systems, content strategy, or agency experience preferredAbility to understand Contentful APIs, as well as the modern content management and digital experience stack. Independently uses Contentful data tools to engage in meaningful, proactive customer discussions and in some instances, crafts custom queries and reports (in data tools)
• Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers
• 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
• 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
• Well-developed attention to detail and organization skills ie: follow processes, updating the relevant systems diligently, and make suggestions on improvements where required
• Demonstrate a commitment to prioritizing customer success and aligning it with company goals
• College 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.

California 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.

California Salary Range: $124,000 - $168,000 (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. ]