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Lead Customer Success Strategist

2 months ago

New York, New York, United States Contentful Inc Full time

About the Role
As a Lead Customer Success Strategist at Contentful, you will engage directly with our clients to ensure they derive maximum value from our platform while providing an exceptional customer journey as their trusted consultant.

Your mission will be to assist clients in achieving their technical and business objectives, fostering retention and growth for Contentful.

Key Responsibilities:
- Cultivate and maintain relationships across a diverse portfolio of approximately 25-30 enterprise accounts, embodying the role of a trusted advisor.
- Guide new clients to align their value expectations from the outset.
- Understand and prioritize client needs with Contentful, capturing and communicating key performance indicators (KPIs) and outcomes along a defined path to success.
- Drive product utilization, enhance customer satisfaction, and positively influence customer health metrics.
- Conduct effective and consistent Business Reviews based on established criteria.
- Identify and proactively address risks within your portfolio.
- Lead renewal discussions to secure agreements with Contentful's most significant and strategic clients.

Qualifications:
- A college or university degree is highly preferred.
- Over 7 years of experience in a client-facing role, particularly in renewals management, customer success, or key account management.
- Proven track record of meeting or exceeding sales or performance targets.
- Strategic thinking ability regarding client goals and driving renewal and expansion opportunities independently.
- Exceptional verbal and written communication skills, demonstrating excellence in prior client and internal interactions.
- Effective collaboration with cross-functional teams, including sales, product, and support.
- Familiarity with Contentful APIs and modern content management systems.
- Proficient in utilizing Contentful data tools for proactive client discussions and crafting custom queries and reports when necessary.
- Strong attention to detail and organizational skills, ensuring adherence to processes and system updates while suggesting improvements where applicable.
- Technical proficiency and a keen interest in technology, with the ability to articulate high-level technical concepts to clients.

What We Offer:
- Join a forward-thinking tech company transforming digital experiences.
- Full-time employees are eligible for stock options, allowing participation in the company's success.
- Comprehensive healthcare benefits covering 100% of monthly premiums for employees and 85% for dependents.
- Family planning benefits, including a reimbursable wallet to support family growth.
- Commitment to work-life balance with generous paid time off, including vacation, sick leave, and volunteer days.
- Company-paid parental leave to support your family needs.
- Annual education budget for professional development.
- A variety of virtual and in-person events for learning and networking.
- Annual wellbeing stipend for health-related expenses.
- Monthly communication stipend and reimbursement for phone hardware upgrades.
- New hire equipment stipend for remote work setups.

About Contentful:
Contentful is the intelligent composable content platform that unlocks all of an organization's digital content to deliver impactful customer experiences, making content a strategic business asset. Our platform empowers digital teams to drive business momentum through collaboration, speed, and scale.

We are committed to fostering an inclusive environment that values diverse backgrounds and experiences, and we are proud to be an equal opportunity employer.