About this role
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 as the modern content management and digital experience stack Independently uses Contentful data tools to engage in meaningful, proactive customer discussions and in some instances, crafts custom queries and reports (in data tools)
• Well-developed attention to detail and organization skills ie: following processes, updating the relevant systems diligently, and making suggestions on improvements where required
• Technical understanding and a keen interest in technology. Ability to communicate high-level technical concepts to customers
• Customer-first mindset, where you and the company win by helping our customers succeed
• Excellent oral and written communication skills in English. A fluent level in French, Italian or Arabic is a plus
What’s in it for you?
• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success o