Manager of Customer Success Management, Contentful
$160-189k
OTE
80/20 split + Stock Options, annual bonuses, short and long-term incentives
Travel up to 25%
Content management platform
Be an early applicant
Content management platform
501-1000 employees
Be an early applicant
$160-189k
OTE
80/20 split + Stock Options, annual bonuses, short and long-term incentives
Travel up to 25%
501-1000 employees
Company mission
To modernize how content flows by leading the transition from legacy CMS to content infrastructure.
Role
Who you are
- 7+ years of experience in Customer Success, Account Management, or related customer-facing roles, with at least 2+ years leading or managing a team
- Proven ability to lead teams that own and consistently meet or exceed renewal and growth targets
- Deep understanding of enterprise customer relationship management and contract negotiation
- Experience with content management systems, content strategy, or digital experience platforms preferred
- Technical proficiency and the ability to translate high-level technical concepts to customer executives and stakeholders
- Strong coaching skills, with a track record of developing high-performing CSMs
- Exceptional communication and executive presentation skills
- Highly organized, process-oriented, and detail-driven, with a passion for continuous improvement
- Willingness to travel up to 25% for customer meetings and team support
- Bachelor’s degree highly preferred
What the job involves
- As the Manager of Customer Success, you will lead a team of high-performing Customer Success Managers, ensuring they deliver exceptional value to our customers and consistently exceed retention and growth targets
- You’ll coach and guide your team in building strong, trusted advisor relationships with customers, driving adoption of the Contentful platform, and influencing both technical and business outcomes
- Your role will balance hands-on leadership, strategic customer engagement, and cross-functional collaboration to strengthen customer success at scale
- Team Leadership & Development – Coach, mentor, and develop a team of CSMs, ensuring they have the skills, resources, and guidance needed to succeed in managing books of 25–30 enterprise accounts each
- Customer Strategy Oversight – Guide your team in building and executing success plans that align with customers’ goals, KPIs, and maturity path, while ensuring consistency and excellence in execution
- Retention & Growth – Oversee and support the end-to-end renewal process with Fortune 500 procurement teams and other enterprise-level customers, ensuring timely and accurate forecasting
- Customer Health Management – Monitor adoption, engagement, and satisfaction across your team’s accounts; proactively address risks and drive initiatives to improve health scores
- Operational Excellence – Standardize and enforce best practices for QBRs, onboarding, customer communication, and CRM hygiene; identify and implement process improvements
- Executive Engagement – Partner with your team to maintain strong relationships with customer executives and stakeholders; step into key strategic accounts as needed
- Cross-Functional Collaboration – Work closely with Sales, Professional Services, Product, and Support to resolve escalations, influence product roadmap, and deliver a seamless customer experience
- Data-Driven Management – Use customer data tools to track adoption, identify trends, and inform both team and company strategy
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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