Senior Customer Success Manager (f/m/d)

About the opportunity

As a Senior Customer Success Manager DACH (f/m/d) , 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 the voices of the customers internally by driving continuous feedback into our product and customer teams.

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 20-30 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 follows up on progress and collaboration with PMs

Prepare to travel ~25% annually for customer onsite meetings

What you need to be successful?

College / University Degree is highly preferred

7+ years of experience in a customer-facing role with renewals experience; Renewals