Contentful
Senior Customer Success Manager - Enterprise
Contentful, San Francisco, California, United States, 94199
Overview Senior Customer Success Manager - Enterprise at Contentful. The role focuses on working 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 customers achieve technical and business goals while driving retention and growth, partnering with Sales, Partner, and Professional Services teams, and feeding customer feedback into product and customer teams.
Apply now, read the job details by scrolling down Double check you have the necessary skills before sending an application. Responsibilities
Build and own relationships across a book of business and embody the trusted advisor role, managing a book of 25-30 enterprise accounts. Monitor and guide new customers to ensure value expectations are aligned and achieved from the start 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 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 logos: lead proposal conversations, negotiate pricing and contract terms, and drive close plans to ensure timely opportunities. Accurately forecast renewal and expansion opportunities to leadership weekly. Translate customer insights into actionable feedback for product and go-to-market teams and follow up on progress 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 with executives at Fortune 500 companies. Excellent oral and written communication skills; strong presentation and engagement history with customers and internal teams. 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; use data tools to engage in proactive customer discussions. Technical proficiency with the 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 how people build digital experiences. Stock options for employee ownership. Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% for dependents. Fertility and family building benefits with a lifetime reimbursable wallet. Work-life balance with generous paid time off, including vacation, sick, compassion days, education days, and volunteer days. Company-paid parental leave. Personal education budget to grow in your career. Virtual and in-person events for learning and networking. Annual wellbeing stipend and a monthly communication stipend with phone hardware upgrade reimbursement. New hire equipment stipend for hybrid or distributed employees. About Contentful 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 for 4,200+ organizations worldwide. We value inclusion and are an equal opportunity employer. Reasonable accommodations are available during the application or interview process.
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Apply now, read the job details by scrolling down Double check you have the necessary skills before sending an application. Responsibilities
Build and own relationships across a book of business and embody the trusted advisor role, managing a book of 25-30 enterprise accounts. Monitor and guide new customers to ensure value expectations are aligned and achieved from the start 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 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 logos: lead proposal conversations, negotiate pricing and contract terms, and drive close plans to ensure timely opportunities. Accurately forecast renewal and expansion opportunities to leadership weekly. Translate customer insights into actionable feedback for product and go-to-market teams and follow up on progress 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 with executives at Fortune 500 companies. Excellent oral and written communication skills; strong presentation and engagement history with customers and internal teams. 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; use data tools to engage in proactive customer discussions. Technical proficiency with the 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 how people build digital experiences. Stock options for employee ownership. Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% for dependents. Fertility and family building benefits with a lifetime reimbursable wallet. Work-life balance with generous paid time off, including vacation, sick, compassion days, education days, and volunteer days. Company-paid parental leave. Personal education budget to grow in your career. Virtual and in-person events for learning and networking. Annual wellbeing stipend and a monthly communication stipend with phone hardware upgrade reimbursement. New hire equipment stipend for hybrid or distributed employees. About Contentful 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 for 4,200+ organizations worldwide. We value inclusion and are an equal opportunity employer. Reasonable accommodations are available during the application or interview process.
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