Customer Success Manager, Growth (f/m/d)

EngineersOfAI; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Stock options

Fertility and family benefits

Generous paid time off

Wellbeing stipend

Hybrid/Distributed work gear stipend

Job summary

Contentful is seeking a Customer Success Manager, Growth (f/m/d) to work directly with our EMEA customers to ensure they maximize value from our platform and deliver a stellar experience by driving customer programs at scale. You will help customers achieve both their technical and business goals while driving retention and growth for Contentful and partner with internal teams to amplify customer voices.

This is a high-velocity role, collaborating with product, sales and marketing, with ~10%

Qualifications

• College / University Degree is preferred.
• 3+ years in a customer-facing role; CSM or Account Management experience.
• Excellent oral and written communication skills.
• Strong cross-functional participation and collaboration.
• Ability to understand Contentful APIs and the digital experience stack.

Responsibilities

• Monitor and guide new EMEA customers to ensure value expectations are achieved from the beginning.
• Execute customer programs with product, sales, and marketing teams.
• Leverage tools to manage day-to-day with high throughput and organization.
• Drive product adoption and customer health scores to influence retention and growth.
• Travel ~10% annually for customer onsite meetings.

Skills

Communication skills

Cross-functional collaboration

Customer Success

APIs

Tech understanding

Education

College degree

Tools

Contentful API knowledge

Contentful data tools

Job description

About the Opportunity

As a Customer Success Manager, Growth (f/m/d); you will work directly with our EMEA 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.

What to expect?

• Monitor and guide new EMEA 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 be able to manage your day-to-day, with a high level of throughput and organization, continually optimizing the workflows for maximum effectiveness
• Drive product adoption, customer satisfaction, and overall 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 follows up on progress and collaboration with PMs
• Prepare to travel ~10% annually for customer onsite meetings

What you need to be successful?

• College / University Degree is preferred
• 3+ years of experience in a customer-facing role; Customer Success Management or Account Management experience
• Excellent oral and written communication skills: shows excellence in previous customer and internal engagements
• Strong cross-functional participation and collaboration as a key team player
• 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)
• Well-developed attention to detail and organization skills ie: following processes, updating the relevant systems diligently, and making suggestions on improvements where required
• Technical understanding and a keen interest in technology. Ability to communicate high-level technical concepts to customers
• Customer-first mindset, where you and the company win by helping our customers succeed
• Excellent oral and written communication skills in English. A fluent level in French, Italian or Arabic is a plus

What’s 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
• 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, education days, compassion days for loss, and volunteer days
• Time off 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 phone/internet 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

Who are we?

Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, p