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About the Role
As a Customer Success Manager, Growth (f/m/d), you will work directly with EMEA customers to ensure they maximize value from our platform and deliver a stellar experience by driving customer programs at scale. You will help customers achieve their technical and business goals while driving retention and growth for Contentful and partner closely with internal teams to amplify customer voices. 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.
Responsibilities
- 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 manage your day-to-day with a high level of throughput and organization, continually optimizing 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 follow up on progress and collaboration with PMs
- Prepare to travel ~10% annually for customer onsite meetings
Requirements
- 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
Skills
- Customer Success Management
- Account Management
- Communication
- Collaboration
- Contentful APIs
- Data tools
- Technical understanding
- Customer-first mindset
Location
- EMEA
Work Type
- Onsite travel ~10% annually
Experience Level
- 3+ years of experience
Education Level
- College / University Degree is preferred
Benefits
- Benefits and resources support you to find balance and be your best
- AI agents accelerate your impact so you can do your best
- More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com
- Reasonable accommodations available during the application or interview process
About the Company
- Contentful is now officially part of Salesforce.
- When you join Salesforce, you’ll be limitless in all areas of your life.
- Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
- Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Equal Opportunity
- Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
- Salesforce believes in equality for all.
- We believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.
- Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
- This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
- It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
- Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
- The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.