About this role
About the Opportunity
The Manager of Customer Success, Scale EMEA (f/m/d) is a critical role within the field organisation. You will be instrumental in developing Customer Success talent at Contentful. This is a builder role for a leader who thrives on creating systems, driving commercial outcomes, and improving productivity at scale. The Scale Customer Success team operates across two distinct motions: Renewals and Customer Success, handling a high volume of renewals, expansions, and strategic relationship building.
Driving value realisation across your segment is at the heart of this role. You will grow and develop a high-performing, inclusive team, and design scalable engagement strategies that bring together digital programmes, automation, and high-impact human customer interactions.
As a quota-carrying role, you own the EMEA forecast. You will identify and mitigate risks, pursue opportunities, and continuously raise the bar through outstanding leadership and coaching. You will stay actively present with your team, engaged in customer interactions, and provide hands-on support through complex sales, procurement processes or any other customer success requirements of your team.
What to expect?
• Recruit, hire, train, and coach new team members.
• Be a mentor and provide hands-on coaching and professional development for Renewal Managers and CSMs.
• Create processes, set best practices and build replicable patterns for go to markets initiatives.
• Help scale the Growth Customer Success segment through automations.
• Serve as a stakeholder and point of escalation internally and in customer engagements.
• Conduct weekly forecasts with your Manager and oversee goals, metrics, and quota achievement
• Proactive collaboration with Account Executives and Regional CS and SalesDirectors to align on territory strategies.
What you need to be successful
• 4+ years managing or leading B2B SaaS CS or Account Management teams, or senior customer success roles at the individual contributor level, with 5+ years in CS or Account Management overall.
• Preferred: Hands-on experience building and running Scaled CS teams - programs, playbooks, and digital motions included.
• Experience negotiating customer contracts.
• Track record of delivering exceptional customer success outcomes.
• Proficiency with tools like Gainsight, Salesforce, and Tableau.
• Familiarity with a land-and-expand sales model.
• Proven ability to manage and accurately call a forecast.
• Proven ability to build and lead high-performing teams.
• Consultative selling experience.
• Strong written, verbal, and presentation skills.
• Bachelor's degree (BA/BS).
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 of our company
• Fertility and family building benefits, including a lifetime reimburs