Customer Success Manager

As a Customer Success Manager, you will work directly with Contentful customers to ensure they get maximum value from our platform and deliver a great customer experience. Working in partnership with our Sales and Professional Services teams, you will help our customers achieve both their technical and business goals while driving retention and growth for Contentful. You will also amplify the voice of the customer internally by driving continuous feedback into our Product, Engineering, and Customer Experience teams on ways we can better serve our customers. This role will support and partner with enterprise accounts based on the East.

• Continue onboarding with new customers and lead cross-functionally with sales, professional services, and launch managers to ensure value expectations are aligned and achieved from the beginning
• Understand and advise customers’ goals in using Contentful, capture and communicate KPIs and outcomes through defined path to maturity and success
• Proactively monitor and engage customers to drive increased value from Contentful’s platform
• Build and own relationships across a full book of business and embody the trusted advisor role
• Drive product adoption, customer satisfaction, and overall customer health scores
• Lead effective and consistent customer Business Reviews based on defined Business Review rubric
• Proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
• Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs
• Prioritize accounts to focus efforts based on perceived risk, potential growth, strategic value and renewal timeframe
• Prepare to travel ~25% annually for customer onsite meetings 

• 5+ years of experience in customer-facing roles such as Customer Success Associate/Manager, Technical Account Manager, Solution Engineer, or similar. Ideally, as a part of a SaaS organization
• History building alignment and relationships with both technical and business users
• Meet and exceed expectations with significant autonomy and independence
• Ability to understand Contentful APIs, as well as the modern content management and digital experience stack 
• Excellent oral and written communication and presentation skills
• Ability to prioritize and manage time effectively with a high volume of competing requests
• Independence & confidence with data analysis & monitoring
• Support broader CSM team as needed through various channels
• Commitment to create, maintain and drive the path forward with a personal development plan

Colorado Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado 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), for example.

Colorado Salary Range: $110,000-$116,500
[This position is eligible for equity awards in accordance with the terms of Contentful’s equity plans.]

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