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Customer Success Manager

2 months ago

Denver, Colorado, United States Contentful Inc Full time
{"title": "Customer Success Manager", "description": "About the Opportunity

As a Customer Success Manager at Contentful, you will play a critical role in ensuring our customers maximize value from our platform and deliver exceptional experiences. You will work closely with customers to drive customer programs, at scale, and help them achieve both technical and business goals. This is a high-velocity role, working with multiple customers at various stages of their journey.

Key Responsibilities
  • 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 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
  • 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 a dynamic 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 health/dental/vision care package covering 100% of monthly premiums for employees
  • We value Work-Life balance and You Time A generous amount of paid time off, including vacation days, education days, and volunteer days
  • 16 weeks of paid parental leave to care for and focus on your growing family
  • Use your personal 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
  • Use your physical fitness budget to get away from your desk and support your physical wellness
  • A monthly phone/internet stipend and phone upgrade reimbursement after 2 years
  • New hire office equipment stipend. Get the gear you need to work at your best.
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