Contentful provides content infrastructure for digital teams to power websites, apps, and devices. Unlike a CMS, Contentful was built to integrate with the modern software stack. It offers a central hub for structured content, powerful management and delivery APIs, and a customizable web app that enables developers and content creators to ship their products faster. Companies including Spotify, Red Bull, WeWork, Lyft, and Urban Outfitters rely on Contentful to manage content as part of their modern web stack.
Contentful is growing rapidly, backed by $80 million in funding from VC firms including Benchmark and General Catalyst, and strategic investors including Sapphire Ventures (SAP) and Salesforce Ventures.
We’re a fun team of more than 200 people from 44 nations, with offices in Berlin and San Francisco. Join us!
ABOUT THE ROLE
As a Customer Success Manager, you will serve as the primary liaison with approximately 20 high-value customers, helping them achieve their technical and business goals using Contentful. This relatively small number of customers ensures that you will be able to dedicate significant time and attention to each one. You’ll build personal relationships with multiple stakeholders at each customer, earning their trust and respect through your commitment to their success. In-person customer meetings will build a solid foundation to each relationship, with additional meetings taking place via video and phone calls.
Our Customer Success Managers assist in ensuring successful launches; advise customers on best practices to ensure long-term project success; coordinate problem-solving and training sessions with our Technical Architects and Solution Architects; help customers establish Centers of Excellence; and establish measurements of success and value to ensure that the customers’ Contentful implementation achieves their success criteria.
Customer Success Managers at Contentful are measured by their customers’ success rather than by renewal or expansion quotas. We believe that renewals and expansions are positive outcomes that will follow from customers’ successful implementation and adoption of Contentful. Customer Success Managers support these achievements through a blend of product knowledge, project management skill, and persuasion – as well as persistence and patience.
Successful candidates will have a strong background in customer success management, account management, or consulting; experience in enterprise software; and proven success driving strategy and achieving outcomes for six- and seven-figure engagements with Fortune 100 Enterprise customers.
In addition to working with business leaders and executives, you’ll have conversations with developers and other technical stakeholders so your background should include enough technical experience for you to be credible and persuasive with your audience. You also will have similar interactions with your technical Contentful colleagues, and will be provided training on our specific technology in order to set you up for success.
Joining as our second remote CSM in New York, you’ll benefit from experience in a remote role or with teams located in another office. Strong relationships with colleagues in other locations and teams will be an invaluable asset to your success.
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