CAREERS

Our portfolio companies are always looking for great people. Apply to the opportunities below or send us your profile.

Customer Success Manager at Contentful
United States of America

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 high-value customers, helping them achieve their technical and business goals using Contentful. 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 Services Team 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.

RESPONSIBILITIES

  • Become customers’ trusted advisor and serve as their advocate inside Contentful
  • Guide and help customers at each stage in their journey with us: from on-boarding, to initial projects’ success, to expanding use of Contentful
  • Develop strong knowledge of the Contentful product and our best-practices; share your knowledge with our customers to help them achieve their goals
  • Prepare, organize, and lead check-in calls, meetings, and business reviews with customers
  • Connect customers with other subject matter experts within Contentful
  • Efficiently juggle multiple requests from multiple customers
  • Travel (approximately 20%) to meet our customers and colleagues in person (including periodic international travel)
  • Identify expansion opportunities with your customers and coordinate with our sales team to achieve win-win contract growth

YOUR PROFILE

  • 3+ years professional experience in an outward-facing role such as customer success management, account management, or consulting
  • Success driving strategy and achieving outcomes for large enterprises (Fortune 500, Global 2000 etc.)
  • Experience at an enterprise software company and a conversant knowledge of the enterprise software landscape
  • Experience with annual or multi-year subscription sales models
  • Experience working with solution architects and/or technical support teams to solve customers’ technical challenges
  • Listens and probes to understand, diagnose and understand what matters most to others. Values the input and insights of others.
  • Familiarity with current web and mobile technologies
  • Strong problem-solving skills, initiative, and the ability to thrive under pressure
  • Experience in a remote role or with teams located in another office
  • Ability to efficiently prioritize a large number of competing requests
  • CMS experience and knowledge (either as a developer or author) is a plus

BENEFITS

  • Work remotely anywhere in the US
  • Shape the future: you’ll help establish our team culture and refine and perfect our sales motion
  • Collaborate with amazing companies from all around the world on their most innovative new projects
  • Join an innovative, fast-growing tech company as we help drive the evolution of digital experiences to become ever-more ubiquitous and interactive
  • Pick and use the tools you feel comfortable with, both hardware and software
  • We offer an education budget and extra days off to be spent on learning and development
  • Relocation budget to support your move to San Francisco and assistance to help you settle down in your new city
  • Shape the future of Contentful: help us establish, scale, and improve our team's processes
  • Travel to Berlin, Germany, at the heart of Europe, both for on-boarding and for other visits to Contentful’s Berlin office
  • Health, vision and dental insurance
  • Commuter benefits to help you get to and from work
  • An unlimited time off policy that rivals the best in Silicon Valley
  • A generous education budget to support your continued professional development
  • Plus, Contentful socks, oh yeah!

“Variety is the spice of life” — and a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer: all qualified applicants are considered for positions regardless of race, ethnic origin, gender, age, religion or belief, marital status, gender identification, sexual orientation, or disability. We look forward to your application!




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