Contentful
Strategic Customer Success Manager
Contentful, San Francisco, California, United States, 94199
2 days ago Be among the first 25 applicants
As a Strategic Customer Success Manager supporting Contentful’s North American Strategic Accounts, you will be the post‑sale counterpart to our Strategic Account Executive. Together, you’ll co‑own customer value, long‑term growth, and executive relationships within some of the world’s largest and most complex digital organizations.
Responsibilities
Act as the primary post‑sale relationship owner for a portfolio of multinational, enterprise customers with complex digital experience needs.
Develop strategic success plans that deeply understand customer business goals, digital roadmaps, and KPIs—and drive execution against those plans with internal partners.
Lead quarterly and executive business reviews to communicate outcomes, surface new opportunities, and ensure alignment on multi‑year digital experience strategies.
Guide customers through ongoing adoption of Contentful, ensuring they realize measurable impact across speed, performance, personalization, and operational efficiency.
Identify and remove adoption barriers by collaborating with Solution Engineering, Support, and Product teams.
Partner with AEs to map long‑term growth paths within accounts, supporting upsell and expansion opportunities through data‑driven insights and business cases.
Work in lockstep with Strategic AEs to define account plans, unify customer messaging, coordinate executive engagement, and successfully land and expand within each account.
Collaborate with key SI and Technology partners to extend value, support joint customer initiatives, and ensure long‑term architectural success.
Provide customer advocacy by influencing internal product and go‑to‑market teams with customer insights grounded in real business impact.
Own renewal cycles end‑to‑end, ensuring high retention and proactive risk mitigation.
Track and communicate customer health, product usage trends, expansion triggers, and sentiment across the account team.
Support RFI/RFQ processes in partnership with Sales to ensure customers have confidence in Contentful’s roadmap, security, and enterprise readiness.
Qualifications
10–15+ years in Enterprise Customer Success or Account Management within SaaS/PaaS, preferably Martech, CMS, personalization, or digital experience platforms.
Proven experience managing and growing complex, multinational accounts with large stakeholder groups across digital, engineering, and marketing functions.
Strong understanding of digital experience technology ecosystems—headless CMS, personalization engines, content orchestration, CDPs, and modern API‑first architectures.
Expertise in value realization, executive communication, strategic planning, and aligning technical capabilities to measurable business outcomes.
Demonstrated strength collaborating with enterprise AEs to support deal strategies, expansion motions, and commercial negotiations.
Experience leading renewals and expansions of $1 M+ ARR and maintaining relationships with VP and C‑suite executives.
Ability to navigate partner ecosystems, including SIs, agencies, and technology integrators, to drive customer success and platform adoption.
Skilled in presenting to both technical and business audiences—making complex concepts accessible, compelling, and actionable.
A proactive, curious, and consultative approach with the ability to operate independently, think strategically, and influence without authority.
Benefits
Join an ambitious tech company reshaping the way people build digital experiences.
Full‑time employees receive Stock Options to share in the success of our company.
Comprehensive healthcare package covering 100 % of monthly health premiums for employees and 85 % for dependents.
Fertility and family building benefits, including a lifetime reimbursable wallet.
Work‑life balance and “You Time” with generous paid time off—vacation, sick, compassion, education, volunteer days.
Company‑paid parental leave and an annual wellbeing stipend.
Monthly communication stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees.
Salary & Equity Salary Range: 166,000 – 224,000 USD (calculated 80/20 Split) for California hires. The role is eligible for equity awards, annual bonuses, short‑ and long‑term incentives, and program‑specific awards, in accordance with Contentful’s variable compensation plans.
Candidate Experience Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in 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).
Location Requirements This role must be conducted in a state in which we are currently registered to do business.
Company Culture 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. Over 700 people from more than 70 nations contribute, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.
We invite you to apply and join us! 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, or disability. 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 claim to be from Contentful. These scams can involve copy‑cat websites or fake email addresses. We do not ask for personal information such as bank account numbers or identification. If you suspect fraud, report it to local authorities and contact security-esk@contentful.com.
By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
Referrals increase your chances of interviewing at Contentful by 2x.
Senior Level & Employment Type Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industry: Software Development
#J-18808-Ljbffr
As a Strategic Customer Success Manager supporting Contentful’s North American Strategic Accounts, you will be the post‑sale counterpart to our Strategic Account Executive. Together, you’ll co‑own customer value, long‑term growth, and executive relationships within some of the world’s largest and most complex digital organizations.
Responsibilities
Act as the primary post‑sale relationship owner for a portfolio of multinational, enterprise customers with complex digital experience needs.
Develop strategic success plans that deeply understand customer business goals, digital roadmaps, and KPIs—and drive execution against those plans with internal partners.
Lead quarterly and executive business reviews to communicate outcomes, surface new opportunities, and ensure alignment on multi‑year digital experience strategies.
Guide customers through ongoing adoption of Contentful, ensuring they realize measurable impact across speed, performance, personalization, and operational efficiency.
Identify and remove adoption barriers by collaborating with Solution Engineering, Support, and Product teams.
Partner with AEs to map long‑term growth paths within accounts, supporting upsell and expansion opportunities through data‑driven insights and business cases.
Work in lockstep with Strategic AEs to define account plans, unify customer messaging, coordinate executive engagement, and successfully land and expand within each account.
Collaborate with key SI and Technology partners to extend value, support joint customer initiatives, and ensure long‑term architectural success.
Provide customer advocacy by influencing internal product and go‑to‑market teams with customer insights grounded in real business impact.
Own renewal cycles end‑to‑end, ensuring high retention and proactive risk mitigation.
Track and communicate customer health, product usage trends, expansion triggers, and sentiment across the account team.
Support RFI/RFQ processes in partnership with Sales to ensure customers have confidence in Contentful’s roadmap, security, and enterprise readiness.
Qualifications
10–15+ years in Enterprise Customer Success or Account Management within SaaS/PaaS, preferably Martech, CMS, personalization, or digital experience platforms.
Proven experience managing and growing complex, multinational accounts with large stakeholder groups across digital, engineering, and marketing functions.
Strong understanding of digital experience technology ecosystems—headless CMS, personalization engines, content orchestration, CDPs, and modern API‑first architectures.
Expertise in value realization, executive communication, strategic planning, and aligning technical capabilities to measurable business outcomes.
Demonstrated strength collaborating with enterprise AEs to support deal strategies, expansion motions, and commercial negotiations.
Experience leading renewals and expansions of $1 M+ ARR and maintaining relationships with VP and C‑suite executives.
Ability to navigate partner ecosystems, including SIs, agencies, and technology integrators, to drive customer success and platform adoption.
Skilled in presenting to both technical and business audiences—making complex concepts accessible, compelling, and actionable.
A proactive, curious, and consultative approach with the ability to operate independently, think strategically, and influence without authority.
Benefits
Join an ambitious tech company reshaping the way people build digital experiences.
Full‑time employees receive Stock Options to share in the success of our company.
Comprehensive healthcare package covering 100 % of monthly health premiums for employees and 85 % for dependents.
Fertility and family building benefits, including a lifetime reimbursable wallet.
Work‑life balance and “You Time” with generous paid time off—vacation, sick, compassion, education, volunteer days.
Company‑paid parental leave and an annual wellbeing stipend.
Monthly communication stipend and phone hardware upgrade reimbursement.
New hire office equipment stipend for hybrid or distributed employees.
Salary & Equity Salary Range: 166,000 – 224,000 USD (calculated 80/20 Split) for California hires. The role is eligible for equity awards, annual bonuses, short‑ and long‑term incentives, and program‑specific awards, in accordance with Contentful’s variable compensation plans.
Candidate Experience Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in 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).
Location Requirements This role must be conducted in a state in which we are currently registered to do business.
Company Culture 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. Over 700 people from more than 70 nations contribute, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.
We invite you to apply and join us! 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, or disability. 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 claim to be from Contentful. These scams can involve copy‑cat websites or fake email addresses. We do not ask for personal information such as bank account numbers or identification. If you suspect fraud, report it to local authorities and contact security-esk@contentful.com.
By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
Referrals increase your chances of interviewing at Contentful by 2x.
Senior Level & Employment Type Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industry: Software Development
#J-18808-Ljbffr