Overview

Join to apply for the Customer Success Manager (f/m/d) role at Contentful.

As a Customer Success Manager EMEA, you will work directly with Contentful customers in the EMEA 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 role is budgeted to begin in our financial Q4, and we are currently looking to connect with candidates who would be open to a potential start between November and December.

Responsibilities

• 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 goals of the customer.
• 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 follow up on progress and collaboration with PMs.
• Prepare to travel ~25% annually for customer onsite meetings.

What You Need To Be Successful

• College / University Degree is highly preferred.
• 5+ years of experience in a customer-facing role with renewals experience; Renewals Management, Customer Success Management, or Key Account Management experience.
• Excellent oral and written communication skills in English, as well as in either French or Italian.
• 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.
• Collaborate effectively with cross-functional teams, including sales, product, and support.
• Ability to understand Contentful APIs and 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.
• Well-developed attention to detail and organizational skills; follow processes, update relevant systems diligently, and suggest improvements where required.
• Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers.
• Commitment to prioritizing customer success and aligning it with company goals.

What’s in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences.
• Full-time employees receive Stock Options to share in the company’s success.
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• Commitment to work-life balance with generous paid time off including vacation, sick, education, compassion, and volunteer days.
• Time off to care for and focus on your growing family.
• Personal annual education budget to improve skills and grow in your career.
• Virtual and in-person events, including workshops and guest speakers for learning and networking.
• Annual wellbeing stipend for physical, financial, or emotional health.
• Monthly phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.

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! is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We are an equal opportunity employer. All qualified applications will receive consideration without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, disability, or length of unemployment. If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.

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London, England, United Kingdom — Last updated details removed for brevity.