Senior Customer Success Manager - Remote Opportunity

About the Role

We are seeking a Senior Customer Success Manager to join our dynamic team at Contentful. This Customer Success Manager remote position will allow you to work directly with our customers in the EMEA region, ensuring they maximize the value of our platform while delivering an exceptional customer experience. As a trusted advisor, you will help our customers achieve their technical and business goals, driving retention and growth for Contentful.

What You'll Do

• Build and maintain strong relationships across a portfolio of 25-30 enterprise accounts, embodying the role of a trusted advisor.
• Monitor and guide new customers to ensure their value expectations are aligned and achieved from the outset.
• Understand and advise on customers’ priorities with Contentful, capturing and communicating 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 customer Business Reviews based on the defined business goals of each customer.
• Proactively mitigate risks within your book of business and drive renewal conversations to closure with strategic accounts.
• Confidently negotiate pricing and contract terms with procurement teams in Fortune 20 companies.
• Create and drive customer close plans for renewals, translating customer insights into actionable feedback for our product and go-to-market teams.

Requirements

• A college or university degree is highly preferred.
• 5+ years of experience in a customer-facing role, specifically with renewals management, customer success management, or key account management experience.
• Excellent oral and written communication skills in English, and proficiency in either French or Italian.
• Demonstrated success in meeting or exceeding sales or performance goals.
• Ability to think strategically about customer goals and drive renewal and expansion opportunities independently.
• Strong collaboration skills with cross-functional teams, including sales, product, and support.
• Technical proficiency and a keen interest in technology, with the ability to communicate high-level technical concepts to customers.
• Well-developed attention to detail and organizational skills.

Nice to Have

• Experience with Contentful APIs and modern content management and digital experience stacks.
• Ability to craft custom queries and reports using Contentful data tools.
• Experience in a high-growth tech environment.

What We Offer

• Join an ambitious tech company reshaping digital experiences.
• Full-time employees receive stock options, sharing in the success of our company.
• Generous paid time off, including vacation, sick days, and education days.
• Annual education budget to enhance your skills and career growth.
• Wellbeing stipend for physical, financial, or emotional health.
• Monthly communication stipend and new hire office equipment stipend for remote work.
• Inclusive work environment that celebrates diversity and promotes equal opportunity.