Overview
As a Customer Success Manager, you will work directly with our DACH customers to ensure they maximize value from our platform and deliver a stellar experience by driving customer programs, at scale. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful and partner closely with internal teams to amplify the voices of the customers. This is a high-velocity role, working with many different customers at all different parts of their journey. Your goal is to ensure positive customer experiences and hit customer retention benchmarks.
Responsibilities
* Monitor and guide new DACH customers to ensure value expectations are aligned and achieved from the beginning
* Execute customer programs, partnering with our product, sales, and marketing teams
* Leverage tech tools to manage day-to-day activities with a high level of throughput and organization, continually optimizing workflows for maximum effectiveness
* Drive product adoption, customer satisfaction, and influence on customer health scores
* Monitor customer usage and health scores to proactively mitigate risks within a large book of business and nurture accounts ripe for expansion
* Partner with the Renewal team early and often to maintain a high rate of customer retention
* Translate customer insights into actionable feedback for our product and go-to-market teams and follow up on progress with PMs
* Prepare to travel ~10% annually for customer onsite meetings
What You Need To Be Successful
* College / University Degree is highly preferred
* Excellent oral and written communication skills in English and German
* 3+ years of experience in a customer-facing role; Customer Success Management or Account Management experience
* Past history of meeting or exceeding goals
* Excellent oral and written communication skills: demonstrates excellence in previous customer and internal engagements
* Strong cross-functional collaboration and teamwork
* Ability to understand Contentful APIs and the modern content management and digital experience stack; independently uses Contentful data tools to engage in meaningful, proactive customer discussions and, in some cases, crafts custom queries and reports
* Well-developed attention to detail and organization skills; follows processes, updates systems diligently, and suggests improvements
* Technical understanding and a keen interest in technology; ability to communicate high-level technical concepts to customers
* Customer-first mindset, where the company and customers win by helping customers succeed
What’s in it for you?
* Join an ambitious tech company reshaping the way people build digital experiences
* Stock options for employees to share in the company’s success
* Fertility and family building benefits, including a lifetime reimbursable wallet
* Generous paid time off, including vacation, sick days, education days, compassion days, and volunteer days
* Time off to care for and focus on your growing family
* Personal annual education budget to improve skills and grow in your career
* Access to virtual and in-person events, workshops, guest speakers, and team activities
* Annual wellbeing stipend for physical, financial, or emotional health
* Monthly communication phone/internet stipend and phone hardware reimbursement
* New hire office equipment stipend for hybrid or distributed employees
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 4,200 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! is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We are an equal opportunity employer and all qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, disability, or length of unemployment. If you need reasonable accommodations during the application process, please let your recruiting coordinator know.
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