Customer Success Manager Enterprise fmd
Customer Success Manager Enterprise fmd
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Job Description
About the Opportunity
As a Customer Success Manager DACH (f/m/d) you will work directly with Contentful customers in the DACH region to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful. You will partner closely with our sales partner organization and professional services teams and amplify the voices of the customers internally by driving continuous feedback into our product and customer teams.
What to expect
- Build and own relationships across a full book of business and embody the trusted advisor role managing a book of business of around 2530 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 goals of the customer
- Flag and proactively mitigate risks within a book of business
- Drive the renewal conversations to close with Contentfuls 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 gotomarket teams and follows up on progress and collaboration with PMs
- Prepare to travel 25 annually for customer onsite meetings
What you need to be successful
- College / University Degree is highly preferred
- 5 years of experience in a customerfacing role with renewals experience; Renewals Management Customer Success Management or Key Account Management experience.
- Excellent oral and written communication skills in English and German
- Demonstrated success in meeting or exceeding sales or performance goals
- Ability to think strategically about a customers 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 crossfunctional teams including sales product and support
- 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).
- Welldeveloped attention to detail and organization skills ie: follow processes updating the relevant systems diligently and make suggestions on improvements where required
- Technical proficiency and a keen interest in technology. Ability to communicate highlevel technical concepts to customers.
- Demonstrate a commitment to prioritizing customer success and aligning it with company goals
Whats in it for you
- Join an ambitious tech company reshaping the way people build digital experiences
- Fulltime 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 WorkLife 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
- Use your personal annual education budget to improve your skills and grow in your career
- Enjoy a full range of virtual and inperson 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.
#LIAS2 #LIHYBRID
Who are we
Contentful is the intelligent composable content platform that unlocks all of an organizations digital content to deliver impactful customer experiences making content a strategic business asset. The Contentful Platform Contentful Studio and the Contentful Ecosystem combine the flexibility of composable content with the intelligence of AI empowering digital teams to drive business momentum through collaboration speed and scale. Contentful powers innovative content experiences across brands regions and channels for organizations around the world including nearly 30 of the Fortune 500. Nearly 800 people from more than 70 nationscontribute their energy and creativity to Contentful working from hubs in Berlin Denver and distributed around the world.
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 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 disability 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 chatbased 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 reaching out to us at with any information you may have.
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Required Experience:
Manager
Employment Type
Full Time
