Customer Success Manager, Contentful
Enterprise / Dedicated
$120-142k
OTE
+ Stock options & annual bonuses. OTE = 80/20% split
Travel ~25% annually
Content management platform
Open for applications
Content management platform
501-1000 employees
Open for applications
$120-142k
OTE
+ Stock options & annual bonuses. OTE = 80/20% split
Travel ~25% annually
501-1000 employees
Company mission
To modernize how content flows by leading the transition from legacy CMS to content infrastructure.
Role
Who you are
- 5+ years of experience in a customer-facing role with renewals experience; Customer Success Management, Renewals Management, or Key Account Management experience
- Content management systems, content strategy, or agency experience preferred
- 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)
- Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers
- 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: shows excellence in previous customer and internal engagements
- Collaborate effectively with cross-functional teams, including sales, product, and support
- Well-developed attention to detail and organization skills ie: follow processes, updating the relevant systems diligently, and make suggestions on improvements where required
- Demonstrate a commitment to prioritizing customer success and aligning it with company goals
- College Degree is highly preferred
What the job involves
- As a Customer Success Manager, you will work directly with Contentful customers in your 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
- Build and own relationships across a full 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 based on the defined Business Review rubric
- Flag and proactively mitigate risks within a book of business
- Drive the renewal conversations to close with Contentful’s 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
Our take
Creating, distributing and managing digital content can be complex, time-consuming and difficult, especially at scale. Contentful solves this problem by centralizing all content management into one API-based system.
Since founding in 2013, Contentful has grown to become one of the largest companies of its kind. It now serves thousands of customers, many of which are enterprises such as Danone and Bang & Olufsen. Importantly, the company has continued to improve its offering, for example by partnering with eSSENTIAL Accessibility to offer a way for users to achieve ADA compliance.
In recent years, Contentful has grown its executive team, attracting top talent from companies like Zendesk and Atlassian which has helped to accelerate its ambitious growth strategy. It has also expanded its relationship with AWS, launching the Contentful Composable Content Platform in AWS Marketplace, a key move that will help to broaden its reach and ensure it remains a key player in the competitive CMS market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jul 2021
$175m
SERIES F
Jun 2020
$80m
SERIES E
Total funding: $336.3m
Company benefits
- Full-time employees receive Stock Options for the opportunity to share in the success of our company
- Generous amount of paid time off, including vacation days, education days, and volunteer days
- Use your personal education budget to improve your skills and grow in your career
- Enjoy a full range of virtual events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
- Use your physical fitness budget to get away from your desk and support your physical wellness
- A monthly phone/internet stipend and phone upgrade reimbursement after 2 years
- Plus, Contentful socks! And other amazing swag as part of company events. Oh yeah!
- Access to our Employee Assistance Program (EAP) for information, support, discussion, and counseling for life’s challenges
- Comprehensive health/dental/vision care package covering 100% of monthly premiums for employees
- 16 weeks of paid parental leave to care for and focus on your growing family
- New hire office equipment stipend. Get the gear you need to work at your best
Company values
- Be humble - We are not centered on ourselves, but focus on the needs and contributions of others around them
- Embody a growth mindset - We believe in our collective potential to develop and evolve through dedication and continuous learning
- Start with the customer and work backwards - The first question we ask is “What customer need does this solve?” and treats each customer with empathy
- Strive together - Creating anything of significance without collaboration is challenging, so we work hard together to make an impact
Company HQ
Denver, Colorado, United States
Articles
Leadership
Paolo Negri
(CTO)Previously worked as Senior Developer at AutoScout24, and Senior Developer Team Lead at Wooga.
Sascha Konietzke
(CSO & Board Member)Previously worked as EMEA Manager at Hewlett-Packard, and founded a range of companies including angel investment firm Ko9.
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