Director, Customer Success (fmd)

Contentful; City Of London; Remote; GBP 100,000 - 130,000; Full time

Job summary

A leading digital experience platform is seeking a strategic and hands-on Director of Customer Success to lead its European team. In this role, you will be responsible for customer retention and overseeing a high-performing team. You’ll build customer relationships, drive adoption, and ensure satisfaction while mentoring your team. The ideal candidate has significant experience in customer success, strong strategic thinking, and the ability to manage enterprise accounts. Join us to revolutionize customer success in the tech industry!

Benefits

Stock Options

Fertility and family-building benefits

Generous paid time off

Personal annual education budget

Annual wellbeing stipend

Communication stipend

New hire office equipment stipend

Qualifications

• 7+ years in customer success or account management leadership roles.
• 3 years of people leadership experience managing teams.
• Experience navigating complex customer environments.

Responsibilities

• Lead the European Customer Success team of 25 members.
• Drive customer retention and net revenue retention metrics.
• Build relationships with key enterprise customers.

Skills

Customer success leadership

Account management

Strategic thinking

Interpersonal skills

Stakeholder management

Education

Bachelor’s degree in Business or Computer Science

MBA or advanced degree

Job description

About the Opportunity

We’re looking for a strategic and hands‑on Director of Customer Success (f/m/d) to lead our European team through the next phase of growth and customer excellence. As Director of Customer Success Europe you’ll serve as the regional leader of our Customer Success function owning the retention number for Europe and overseeing a high‑performing team of 20 Customer Success Managers (CSMs) and 2‑3 direct‑report managers. You’ll act as the right hand to our VP of Customer Success in the US, taking the lead on execution, escalation management and strategy development across the region. This is a strategic and operational leadership role where you’ll be deeply involved in developing regional success plans, coaching your leaders and CSMs, building customer relationships and partnering cross‑functionally to ensure customer satisfaction, growth and retention.

What to expect

• Regional Leadership: Lead the European Customer Success team (25 team members) including direct oversight of 2‑3 Customer Success Managers (CSM) Team Leads or Managers.
• Own Retention Metrics: Drive and be accountable for customer retention and net revenue retention (NRR) across the European region. Manage a tight forecasting process and present to Senior Leadership.
• Strategic Execution: Partner with the VP of Customer Success and other global CS and Sales leaders to define and implement regional strategy and goals.
• Customer Advocacy & Escalation Point: Serve as a trusted escalation point for high‑impact customer issues and strategic accounts.
• Customer Relationships: Build relationships with key enterprise customers and partners in the region to understand their needs, drive adoption and identify expansion opportunities.
• Team Development: Mentor and grow a high‑performing customer‑obsessed team; support CSMs in managing their 25‑account portfolios of enterprise clients.

What you need to be successful

• Proven experience (7 years) in customer success or account management leadership roles or senior customer success roles at manager or director level, preferably in a B2B technology or SaaS company focusing on enterprise accounts.
• 3 years of people leadership experience including managing managers and/or regional teams.
• Proven success managing enterprise accounts and driving customer retention and expansion.
• Strong strategic thinking with hands‑on execution capability.
• Excellent interpersonal and communication skills; comfortable being a visible leader internally and externally.
• Experience navigating complex customer environments and acting as a senior escalation point.
• Ability to work cross‑functionally in a global organization with strong stakeholder management skills.
• Based in Europe with willingness to travel as needed within the region.
• Bachelor’s degree in a relevant field (Business, Computer Science, or similar). An MBA or advanced degree is a plus.

Join our team and make a significant impact on the success of our enterprise customers while driving the growth of our company. Apply now and help us revolutionize customer success in the tech industry!

Whats 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, 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!

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 believe that our products and services benefit from our diverse backgrounds and experiences and we are proud to be an equal‑opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.

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