About the Opportunity
As a Customer Success Manager at Contentful, you will serve as a strategic partner to some of our most important customers, helping them unlock the full value of our platform and accelerate their digital experience initiatives. Acting as a trusted advisor, you will guide customers in achieving both their technical and business objectives while ensuring they realize measurable impact from their investment in Contentful.
You will own the end-to-end customer lifecycle, including renewals and identifying expansion opportunities, while working cross-functionally with Sales, our Partner ecosystem, and Professional Services to drive customer outcomes and strengthen long-term relationships. At the same time, you will champion the voice of the customer internally by translating insights and feedback into actionable input for our Product and Customer teams.
Your success will be measured by the value your customers achieve, the strength of the relationships you build, and your ability to retain and grow some of Contentful’s most strategic accounts.
Why This Role is Exciting:
- Drive Real Impact: Shape the success of leading enterprises by helping them deliver faster, more personalized, and operationally efficient digital experiences. Your work will directly influence their business outcomes.
- Be a Strategic Advisor: Partner with executives and cross-functional teams to define long-term digital experience strategies, positioning yourself as a key driver of their success.
- Grow with Top-Tier Customers: Manage some of Contentful’s most strategic accounts, driving adoption, retention, and expansion while developing deep industry expertise.
- Collaborate Across Teams: Work alongside Sales, Professional Services, and Partners to create high-value, multi-faceted solutions for customers.
- Enjoy Autonomy and Flexibility: Take ownership of your accounts, build lasting relationships, and travel as needed (~25% annually) to meet customers face-to-face and make a real difference.
What to Expect?
- Own and grow executive relationships across a portfolio of 25–30 strategic enterprise customers, serving as a trusted advisor on digital experience transformation.
- Partner with customers to drive the successful adoption of Contentful, helping them deliver measurable improvements in speed to market, performance, personalization, and operational efficiency.
- Align Contentful to customer business priorities by defining success metrics, tracking KPIs, and guiding teams along a clear path to digital maturity.
- Lead strategic engagements including quarterly and executive business reviews, communicating outcomes, surfacing opportunities, and aligning on long-term digital experience strategies.
- Proactively identify adoption barriers and orchestrate internal resources across Solutions Engineering, Support, and Product to ensure customers achieve their goals.
- Collaborate closely with Account Executives to develop multi-year account strategies, uncover expansion opportunities, and build compelling data-driven business cases.
- Own the renewal lifecycle end-to-end for some of Contentful’s most strategic customers, driving high retention and long-term value.
- Confidently lead commercial conversations with senior stakeholders and procurement teams within large global enterprises.
- Act as the voice of the customer internally by translating customer insights into actionable feedback for Product and Go-to-Market teams.
- Travel approximately 25% annually to build strong relationships through onsite customer engagement.
What You Need to Be Successful
- 5+ years in a customer-facing role with experience in Customer Success Management, Renewals Management, or Key Account Management. Experience with content management systems, content strategy, or agency environments is a plus.
- Ability to understand Contentful APIs and the modern content management and digital experience stack. Comfort using Contentful data tools to engage in proactive customer discussions and, in some cases, create custom queries and reports.
- Strong technical aptitude and ability to explain high-level technical concepts clearly to customers.
- Proven track record of meeting or exceeding performance or sales goals.
- Strategic thinker who can align with customer goals and independently drive renewal and expansion opportunities to close.
- Excellent oral and written communication skills, demonstrated through past customer and internal engagements.
- Collaborative mindset and ability to work effectively across cross-functional teams, including Sales, Product, and Support.
- Highly organized with strong attention to detail; follows processes, updates systems diligently, and proactively suggests improvements.
- Commitment to prioritizing customer success while aligning with company objectives.
- College degree highly preferred.
- Hybrid role: office attendance in New York, NY is expected 2–3 days per week.
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.
This role will need to be conducted in a state in which we are currently registered to do business.
New York Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of New York if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example.
New York Salary Range: $102,000 - $138,000
This position is eligible for equity awards, annual bonuses, short- and long-term incentives, and program-specific awards, where applicable, in accordance with the terms of Contentful’s variable compensation plans.
#LI-Hybrid
Who are we?
Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.
Everyone is welcome here!
“Everyone is welcome here” is 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 we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!
If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.
Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have.
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