Customer Success Manager - Dedicated f/m/d)

About the Opportunity

As a Customer Success Manager EMEA, you will work directly with Contentful customers in the EMEA 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 customer voices internally by driving continuous feedback into our product and customer teams.

This role is budgeted to begin in our financial Q4, and we are currently looking to connect with candidates who would be open to a potential start between November and December.

What to Expect

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 goals of the customer

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 follow up on progress and collaboration with PMs

Prepare to travel ~25% annually for customer onsite meetings

What You Need to Be