Customer Success Manager - Growth

About the Opportunity

As a  Customer Success  Manager,  you will work directly with Contentful customers to ensure they maximize value from our platform and deliver a stellar experience by driving customer programs, at scale. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful and partner closely with internal teams to amplify the voices of the customers. 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.

What to expect? 

• Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning
• Managing 120-200 customers at scale in the commercial segment 
• Execute customer programs, partnering with our product, sales, and marketing teams
• Leverage tech tools to be able to manage your day-to-day, with a high level of throughput and organization, continually optimizing the 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 follows up on progress and collaboration with PMs
• Prepare to travel ~20% annually for customer onsite meetings 

What you need to be successful?

• Bachelor’s degree or equivalent practical experience in a related field is highly preferred
• 3+ years in a customer-facing role, ideally in Customer Success or Account Management within SaaS, with a focus on managing accounts at scale
• Proven track record of meeting or exceeding KPIs tied to retention, engagement, or customer satisfaction
• Strong written and verbal communication skills, with the ability to engage effectively through digital channels and asynchronous formats
• Demonstrated ability to collaborate cross-functionally with sales, marketing, support, and product teams
• Comfortable discussing Contentful’s API-first model, structured content, and how headless architecture fits within modern digital stacks
• Ability to leverage data tools (e.g., Gainsight, Salesforce, Tableau, Zendesk) to drive automated engagement, track account health, and trigger proactive lifecycle plays
• Organized and detail-oriented, with a commitment to process adherence, maintaining clean records, and contributing to system improvements
• Technically curious and capable of explaining complex concepts in a way that resonates with both technical and non-technical stakeholders
• A customer-first mindset, with a passion for helping users realize value through scalable, thoughtful engagement and digital success programming

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. 

The application deadline is 07/30/25

Colorado Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado 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.

Colorado Salary Range: $120,000 - $131,000 OTE (80/20 split)
[This position is eligible for equity awards in accordance with the terms of Contentful’s equity 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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