Engagement Manager

About the OpportunityAs an Engagement Manager on Contentful’s Professional Services team, you will partner with our most strategic enterprise customers to drive successful adoption and measurable business outcomes. While this role sits within Professional Services, it plays a cross-functional leadership role across the entire Customer Experience (CX) organization, representing all CX services — including Professional Services, Learning Services, and Support offerings — in collaboration with Sales and Customer Success. You will own the end-to-end engagement lifecycle, from pre-sales strategy and scoping through successful delivery and expansion. This role blends strategic account leadership, services sales accountability, and organizational influence, making it ideal for an experienced services leader ready to drive both customer and internal impact. What to expect Business & Go-to-Market Leadership Partner with regional Sales and CX leadership to attach the full CX Services portfolio (Professional Services, Learning Services, Support) to strategic opportunities. Own and forecast CX Services pipeline and bookings across assigned enterprise accounts, ensuring accurate visibility and predictability. Engage early in sales cycles to shape value-based solutions aligned to customer outcomes and business drivers. Define and refine services offerings, pricing, and value articulation in partnership with Product, Sales, and GTM teams. Act as a champion for CX Services internally, helping scale services-led selling motions across Sales and Customer Success teams. Strategic Account Leadership Serve as the primary services leader for top-tier enterprise accounts, orchestrating services strategy across PS, Learning Services, and Partner-delivered workstreams. Lead executive alignment, governance, and internal steering committees to ensure ongoing value realization and adoption success. Build trusted relationships with CxOs, business owners, and technical stakeholders, aligning service delivery to measurable business outcomes. Identify opportunities for expansion, renewal, and long-term growth within assigned strategic accounts. Represent Contentful’s CX value proposition and connect technical success to customer business impact. Engagement & Delivery Oversight Lead complex, multi-phase engagements through scoping, contracting, delivery, and closeout with clear accountability for success metrics. Manage engagement risk, dependencies, change controls, and escalation paths. Partner with Delivery Managers and Architects to ensure successful, high-quality delivery. Monitor portfolio health — including margin, utilization, and customer satisfaction — to ensure commercial and operational success. What you need to be successful Required Experience & Skills 4+ years of experience in Professional Services, Sales, or Customer Success roles within a SaaS or digital transformation environment. Proven track record of driving customer growth, engaging with services and influencing enterprise sales opportunities. Experience managing strategic enterprise accounts and navigating complex, multi-stakeholder organizations. Strong financial acumen — forecasting, utilization, and P&L awareness. Excellent executive communication and negotiation skills, with the ability to influence at all levels. Technical fluency across SaaS, API-first platforms, integrations, and digital experience ecosystems. Ability to lead through influence in matrixed, global organizations. Preferred / Nice to Have Experience representing a multi-disciplinary CX services portfolio (Professional Services, Learning Services, Support, or Partner services). Background in headless CMS, DXP, or content platform ecosystems. Experience shaping or scaling an Engagement Management or Delivery function in a high-growth SaaS company. Certifications in project or program management (PMP, Agile, Scrum Master). Experience mentoring or coaching cross-functional delivery teams. Working Environment & Expectations Collaborate cross-functionally with Sales, Product, Customer Success, and Partner teams to ensure cohesive customer engagement. Operate in a high-growth, customer-centric environment that values autonomy, ownership, and continuous improvement. Willingness to travel 25–40% (region dependent). This is a high-impact position for a strategic, customer-facing sales individual who wants to drive success for Contentful’s largest customers. You’ll represent the full CX Services value proposition to enterprise clients while influencing how Contentful scales its services discipline globally. 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 TimeA 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.  Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of California 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. Salary Range: $140,000 - $190,000 [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