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

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