Customer Success Manager, Growth (f/m/d) · Customer Experience

About the Opportunity

As a Customer Success Manager, Growth (f/m/d); you will work directly with our EMEA customers to ensure they maximize value from our platform and deliver a stellar experience by driving customer programs at scale. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful and partner closely with internal teams to amplify the voices of the customers. This is a high-velocity role, working with many different customers at all different parts of their journey. Your goal is to ensure positive customer experiences and hit customer retention benchmarks.

What to expect?

Monitor and guide new EMEA customers to ensure value expectations are aligned and achieved from the beginning

Execute customer programs, partnering with our product, sales, and marketing teams

Leverage tech tools to be able to manage your day-to-day, with a high level of throughput and organization, continually optimizing the workflows for maximum effectiveness

Drive product adoption, customer satisfaction, and overall influence on customer health scores

Monitor customer usage and health scores to proactively mitigate risks within a large book of business and nurture accounts ripe for expansion

Partner with the Renewal team early and often to maintain a high rate of customer retention

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 ~10% annually for customer onsite meetings

What you need to be successful?

College / University Degree is preferred

3+ years of experience in a customer-facing role; Customer Success Management or Account Management experience

Excellent oral and written communication skills: shows excellence in previous customer and internal engagements

Strong cross-functional participation and collaboration as a key team player

Ability 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)

Well-developed attention to detail and organization skills ie: following processes, updating the relevant systems diligently, and making suggestions on improvements where required

Technical understanding and a keen interest in technology. Ability to communicate high-level technical concepts to customers

Customer-first mindset, where you and the company win by helping our customers succeed

Excellent oral and written communication skills in English. A fluent level in French, Italian or Arabic is a plus

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

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, education days, compassion days for loss, and volunteer days

Time off 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 phone/internet 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

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 security-esk@contentful.com with any information you may have.

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