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Customer Success Manager
| Company | Contentful |
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| Location | San Francisco, CA, USA |
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| Salary | $120000 – $142000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ years of experience in a customer-facing role with renewals experience; Customer Success Management, Renewals Management, or Key Account Management experience
- 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)
- Technical proficiency and a keen interest in technology
- Ability to communicate high-level technical concepts to customers
- Demonstrated success in meeting or exceeding sales or performance goals
- Ability to think strategically about a customer’s goals and drive renewal and expansion opportunities to close independently
- Excellent oral and written communication skills: shows excellence in previous customer and internal engagements
- Collaborate effectively with cross-functional teams, including sales, product, and support
- Well-developed attention to detail and organization skills ie: follow processes, updating the relevant systems diligently, and make suggestions on improvements where required
- Demonstrate a commitment to prioritizing customer success and aligning it with company goals
Responsibilities
- Build and own relationships across a full book of business and embody the trusted advisor role, managing a book of business of around 25-30 enterprise accounts
- Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning
- Understand and advise customers’ priorities with Contentful, capture and communicate 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 and consistent customer Business Reviews based on the defined Business Review rubric
- Flag and proactively mitigate risks within a book of business
- Drive the renewal conversations to close with Contentful’s largest and most strategic logos
- Confidently negotiate pricing and contract terms with procurement teams in the Fortune top 20
- Close renewals on time and forecast them accurately to leadership weekly
- Create and drive customer close plans for renewal
- 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 ~25% annually for customer onsite meetings
Preferred Qualifications
- Content management systems, content strategy, or agency experience preferred
