Customer Success Manager

$120,000 - $131,000/Yr

Contentful - Denver, CO

Full-time - Mid Level

Denver, CO

Publishing Industries

About the position

As a Customer Success Manager at Contentful, you will play a pivotal role in ensuring that our customers derive maximum value from our platform. Your primary responsibility will be to act as a trusted advisor to a portfolio of approximately 25-30 enterprise accounts, guiding them through their journey with Contentful. You will work closely with customers to understand their technical and business objectives, ensuring that their expectations are met from the outset. This involves monitoring customer satisfaction and product adoption, as well as driving overall customer health scores. In this role, you will lead regular Business Reviews with customers, utilizing a defined rubric to assess their progress and success. You will also be responsible for identifying and mitigating risks within your accounts, ensuring that renewal conversations are handled effectively and closed on time. Your ability to negotiate pricing and contract terms with procurement teams at Fortune 20 companies will be crucial, as will your skill in translating customer insights into actionable feedback for our product and go-to-market teams. You will collaborate with various internal teams, including sales, product, and support, to ensure a seamless customer experience. Additionally, you will be expected to travel approximately 25% of the time for onsite meetings with customers, further solidifying your relationships and understanding of their needs.

Responsibilities

• Build and own relationships across a full book of business, managing 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, capturing and communicating KPIs and outcomes.
• Drive product adoption, customer satisfaction, and overall influence on customer health scores.
• Lead effective and consistent customer Business Reviews based on the defined rubric.
• Flag and proactively mitigate risks within a book of business.
• Drive renewal conversations to close with Contentful's largest and most strategic logos.
• 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 product and go-to-market teams and follow up on progress with PMs.

Requirements

• 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 customer's goals and drive renewal and expansion opportunities to close independently.
• Excellent oral and written communication skills, showing excellence in previous customer and internal engagements.
• Collaborate effectively with cross-functional teams, including sales, product, and support.
• Ability to understand Contentful APIs and the modern content management and digital experience stack.
• Independently use Contentful data tools to engage in meaningful, proactive customer discussions and craft custom queries and reports.
• Well-developed attention to detail and organization skills, including following processes and updating relevant systems diligently.
• 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.

Nice-to-haves

• Experience in a SaaS environment.
• Familiarity with digital experience platforms.
• Knowledge of content management systems.

Benefits

• 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% for dependents.
• Fertility and family building benefits, including a lifetime reimbursable wallet.
• Generous paid time off, including vacation days, sick days, education days, compassion days, and volunteer days.
• Personal annual education budget to improve skills and grow in your career.
• Full range of virtual and in-person events for learning and networking.
• Annual wellbeing stipend for physical, financial, or emotional health.
• Monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.