About the job
Join Our Team as an Enterprise Customer Success Manager
In this pivotal role, you will interact directly with Contentful's enterprise clients in your region, ensuring they derive maximum value from our innovative platform while delivering an exceptional customer experience. As a trusted advisor, you'll guide our customers in achieving their technical and business objectives, thereby fostering retention and growth for Contentful. Collaboration is key; you will work closely with our sales, partner, and professional services teams, ensuring that customer feedback is effectively communicated within our product and customer teams.
This position requires in-office attendance in downtown San Francisco for two days each week.
Your Responsibilities Include:
- Develop and maintain strong relationships with approximately 25-30 enterprise accounts, fulfilling the role of a trusted advisor.
- Guide new customers to ensure their expectations for value are met from the outset.
- Assess and prioritize customer needs with Contentful, translating key performance indicators and outcomes through a structured path to success.
- Promote product adoption, enhance customer satisfaction, and influence customer health metrics positively.
- Conduct consistent and effective customer Business Reviews based on established criteria.
- Identify and proactively address risks within your portfolio of accounts.
- Manage renewal discussions with Contentful's most significant and strategic clients.
- Negotiate pricing and contract terms confidently with procurement teams from Fortune 20 companies.
- Ensure timely renewals and provide accurate forecasts to leadership on a weekly basis.
- Create and implement customer plans for renewal success.
- Transform customer insights into actionable feedback for our product and go-to-market teams, ensuring follow-up on progress and collaboration with product managers.
- Be prepared to travel approximately 25% of the time for on-site customer meetings.
What We Are Looking For:
- A minimum of 5 years’ experience in a customer-facing role, with expertise in renewals management, customer success management, or key account management.
- Experience with content management systems, content strategy, or agency backgrounds is preferred. Ability to understand Contentful APIs and the modern content management and digital experience ecosystem is essential.

