Customer Success Manager- EMEA (f/m/d)

About the opportunity

At Contentful we are always searching for top candidates to join our global team of Customer Success Managers. We are particularly interested in individuals with experience in the DACH Nordics French or Southern EMEA regions.

This is a speculative job description and an immediate opening may not be available. However we still encourage interested candidates to apply. In the first instance a recruitment team member will be in touch to discuss your profile and explain more about Contentful.

As a Customer Success Manager you will work directly with Contentful customers in the EMEA 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 customers voices internally by driving continuous feedback into our product and customer teams.

What to expect

• Build and own relationships across an entire 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
• 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 go-to-market 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 customer-facing role with renewals experience; Renewals Management Customer Success Management or Key Account Management experience.
• 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 cross-functional 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).
• Well-developed attention to detail and organization skills ie: following processes updating the relevant systems diligently and making suggestions on improvements where required
• Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers.
• Demonstrate a commitment to prioritizing customer success and aligning it with company goals
• Fluent written and verbal communication skills in at least one European Language is a huge plus - German Swedish French Spanish etc.

Whats in it for you

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time 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 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
• Company paid parental leave to care for and focus on your growing family
• Use your personal annual education budget to improve your skills and grow in your career
• 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
• 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.

#LI-Onsite #LI-MM3

Who are we

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging personalized content at scale. By blending composability with native AI capabilities Contentful enables dynamic personalization automated content delivery and real-time experimentation powering next-generation digital experiences across brands regions and channels for more than 4200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful working from hubs in Berlin Denver San Francisco London New York and distributed worldwide.

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 we 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.

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