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Customer Success Manager - Dedicated (f/m/d)

ContentfulLondon, England, United Kingdom
On-site Full-time

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Experience Level

Manager

Qualifications

What You Need to SucceedA college or university degree is highly preferred.5+ years of experience in a customer-facing role, particularly in renewals management, customer success management, or key account management. Exceptional oral and written communication skills in English, and proficiency in either French or Italian. A proven track record of meeting or exceeding targets and fostering strong customer relationships.

About the job

About the Opportunity

As a Customer Success Manager for EMEA at Contentful, you will engage directly with our customers across the EMEA region to ensure they derive maximum value from our platform. In this role, you will serve as a trusted advisor, guiding clients towards achieving their technical and business objectives while fostering retention and growth for Contentful. Your collaboration with our sales, partnerships, and professional services teams will be pivotal in amplifying customer feedback to our internal teams.

This position is slated to commence in our financial Q4, and we are eager to connect with candidates who can potentially start between November and December.

Your Responsibilities

  • Develop and maintain strong relationships across a diverse portfolio of approximately 25-30 enterprise accounts, embodying the role of a trusted advisor.
  • Guide new customers to align and meet value expectations from the outset.
  • Understand and prioritize customer needs with Contentful, capturing and communicating KPIs and outcomes along a defined path to success.
  • Promote product adoption, enhance customer satisfaction, and influence customer health scores positively.
  • Conduct effective customer Business Reviews aligned with customer-defined goals.
  • Proactively identify and mitigate risks within your portfolio.
  • Lead renewal discussions with Contentful's most significant and strategic clients.
  • Confidently negotiate pricing and contract terms with procurement teams in top Fortune 20 companies.
  • Ensure timely renewals and provide accurate forecasts to leadership on a weekly basis.
  • Design and implement customer close plans for renewals.
  • Translate customer insights into actionable feedback for our product and go-to-market teams, tracking progress in collaboration with product managers.
  • Be prepared to travel approximately 25% annually for customer onsite meetings.

About Contentful

Contentful is a leading content platform that empowers organizations to deliver exceptional digital experiences. Our commitment to customer success drives our innovative solutions, making us a trusted partner for businesses across the globe.

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