About the Opportunity
As a Customer Success Manager DACH (f/m/d), you will work directly with Contentful 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 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 highly preferred
- 3+ years of experience in a customer-facing role; Customer Success Management or Account Management experience
- Past history of meeting or exceeding goals
- 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
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
- Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents
- Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family
- We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
- Company paid parental leave to care for and focus on your growing family
- Use your personal annual education budget to improve your skills and grow in your career
- Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties
- An annual wellbeing stipend to care for your physical, financial, or emotional health
- A monthly communication stipend and phone hardware upgrade reimbursement
- New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best
#LI-AS2 #LI-Hybrid
