Strategic Customer Success Manager

About the Opportunity

As a Strategic Customer Success Manager supporting Contentfuls North American Strategic Accounts you will be the post-sale counterpart to our Strategic Account Executive. Together youll co-own customer value long-term growth and executive relationships within some of the worlds largest and most complex digital organizations.

In this role you will act as the trusted advisor for enterprise customersguiding them through their digital experience transformation maximizing the ROI of their Contentful investment and driving measurable outcomes through adoption enablement and strategic governance. Youll partner closely with Sales Solution Engineering Partnerships and Marketing to ensure the customer achieves their goals while identifying continuous opportunities for expansion.

What to Expect

Own Customer Value & Business Outcomes

• Act as the primary post-sale relationship owner for a portfolio of multinational enterprise customers with complex digital experience needs.
• Develop strategic success plans that deeply understand customer business goals digital roadmaps and KPIsand drive execution against those plans with internal partners.
• Lead quarterly and executive business reviews to communicate outcomes surface new opportunities and ensure alignment on multi-year digital experience strategies.

Drive Adoption Enablement & Platform Expansion

• Guide customers through ongoing adoption of Contentful ensuring they realize measurable impact across speed performance personalization and operational efficiency.
• Identify and remove adoption barriers by collaborating with Solution Engineering Support and Product teams.
• Partner with AEs to map long-term growth paths within accounts supporting upsell and expansion opportunities through data-driven insights and business cases.

Strategic Partnership & Cross-Functional Leadership

• Work in lockstep with Strategic AEs to define account plans unify customer messaging coordinate exec engagement and successfully land expand within each account.
• Collaborate with key SI and Technology partners to extend value support joint customer initiatives and ensure long-term architectural success.
• Provide customer advocacy by influencing internal product and go-to-market teams with customer insights grounded in real business impact.

Operational Excellence & Governance

• Own renewal cycles end-to-end ensuring high retention and proactive risk mitigation.
• Track and communicate customer health product usage trends expansion triggers and sentiment across the account team.
• Support RFI/RFQ processes in partnership with Sales to ensure customers have confidence in Contentfuls roadmap security and enterprise readiness.
  
  

What You Need to Be Successful

• 10-15 years in Enterprise Customer Success or Account Management within SaaS/PaaS preferably Martech CMS personalization or digital experience platforms.
• Proven experience managing and growing complex multinational accounts with large stakeholder groups across digital engineering and marketing functions.
• Strong understanding of digital experience technology ecosystemsheadless CMS personalization engines content orchestration CDPs and modern API-first architectures.
• Expertise invalue realization executive communication strategic planning and aligning technical capabilities to measurable business outcomes.
• Demonstrated strength collaborating with enterprise AEs to support deal strategies expansion motions and commercial negotiations.
• Experience leadingrenewals and expansions of $1M ARR and maintaining relationships with VP and C-suite executives.
• Ability to navigate partner ecosystems including SIs agencies and technology integrators to drive customer success and platform adoption.
• Skilled in presenting to both technical and business audiencesmaking complex concepts accessible compelling and actionable.
• A proactive curious and consultative approach with the ability to operate independently think strategically and influence without authority.

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
• Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.
• 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 compassion days for loss education days 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 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.

This role must be conducted in a state in which we are currently registered to do business.

Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in California if selected for the role. Any offered salary is determined based on internal equity internal salary ranges market data/ranges applicants skills and prior relevant experience certain degrees and certifications (e.g. JD/technology) for example.

Salary Range: 166000 - 224000 (80/20 Split)

This position is eligible for equity awards annual bonuses short- and long-term incentives and program-specific awards where applicable in accordance with the terms of Contentfuls variable compensation plans.

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.

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 chat-based 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 reach out to us at with any information you may have.

By clicking Apply for this job I acknowledge that I have read the Contentfuls Candidate Privacy Notice and hereby consent to the collection processing use and storage of my personal information as described therein.