About the job
About the Opportunity
Join our vibrant team at Contentful as a Senior Manager, Customer Success for EMEA Enterprise (f/m/d). This pivotal role is designed for a proactive and seasoned professional who will spearhead strategies aimed at ensuring the success and satisfaction of our enterprise customers. Your primary objective will be to forge robust relationships with key stakeholders, promote the adoption of our innovative products, and amplify customer value.
In this leadership role, you will focus on retention and revenue, overseeing the renewal strategy for your team. Exceptional communication, strategic acumen, and a comprehensive understanding of the needs of enterprise customers are essential.
What to Expect?
- Leading Your Team: You will recruit, hire, and develop your Customer Success Managers (CSMs), becoming their mentor and the senior voice in critical situations. Foster a team culture centered on customer outcomes, accountability, and continuous improvement.
- Customer Relationships: Your team will manage a portfolio of approximately 25-30 enterprise accounts, acting as trusted advisors focused on delivering tangible business outcomes. Regularly assess customer health, conduct business reviews, and ensure every interaction exemplifies a consistent, value-driven approach.
- Retention & Growth: Collaborate with Customer Success leadership, Account Executives, and Regional Sales Directors to align on territory strategy and achieve mutual retention targets. Identify and pursue expansion opportunities, upselling, and cross-selling, with renewals seen as a natural outcome of delivering consistent value.
- Customer Success Strategy: Partner with Customer Success leadership and cross-functional teams in Sales, Product, and Support to shape and implement an effective customer success strategy. Develop the playbooks, processes, and best practices that empower your team to operate efficiently and at scale, while defining metrics that inspire excellence.
- Customer Advocacy: Serve as the internal champion for our clients, relaying structured insights back to Product, Engineering, and Marketing to influence the roadmap and ensure alignment with customer priorities.
- Forecasting & Performance: Maintain a rigorous weekly forecasting schedule, presenting clear updates to senior leadership on pipeline health and quota progress.

