Customer Success Enterprise Manager

3 weeks ago

London, Greater London, United Kingdom Contentful Full time

About this Opportunity

As a Customer Success Manager at Contentful, you will work closely with our customers to ensure they maximize value from our platform and achieve their technical and business goals. You will partner with our sales, partner organization, and professional services teams to drive retention and growth for Contentful. You will also be responsible for amplifying customer voices internally by driving continuous feedback into our product and customer teams.

What to Expect

  1. Build and own relationships across a full book of business, managing a book of business of around 25-30 enterprise accounts.
  2. Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning.
  3. Understand and advise customers' priorities with Contentful, capturing and communicating KPIs and outcomes through a defined path to maturity and success.
  4. Drive product adoption, customer satisfaction, and overall influence on customer health scores.
  5. Lead effective and consistent customer Business Reviews based on the defined business goals of the customer.
  6. Flag and proactively mitigate risks within a book of business.
  7. Drive the renewal conversations to close with Contentful's largest and most strategic logos.
  8. Confidently negotiate pricing and contract terms with procurement teams in the Fortune top 20.
  9. Close renewals on time and forecast them accurately to leadership weekly.
  10. Create and drive customer close plans for renewal.
  11. Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs.

What You Need to Be Successful

  1. College / University Degree is highly preferred.
  2. 5+ years of experience in a customer-facing role with renewals experience; Renewals Management, Customer Success Management, or Key Account Management experience.
  3. Fluent in French or Italian.
  4. Demonstrated success in meeting or exceeding sales or performance goals.
  5. Ability to think strategically about a customer's goals and drive renewal and expansion opportunities to close independently.
  6. Excellent oral and written communication skills: shows excellence in previous customer and internal engagements.
  7. Collaborate effectively with cross-functional teams, including sales, product, and support.
  8. 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.
  9. Well-developed attention to detail and organization skills.
  10. Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers.
  11. Demonstrate a commitment to prioritizing customer success and aligning it with company goals.

What's in it for You

  1. Join a tech company reshaping the way people build digital experiences.
  2. Full-time employees receive Stock Options for the opportunity to share in the success of our company.
  3. Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
  4. 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.
  5. Time off to care for and focus on your growing family.
  6. Use your personal annual education budget to improve your skills and grow in your career.
  7. 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.
  8. An annual wellbeing stipend to care for your physical, financial, or emotional health.
  9. A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
  10. New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best.

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