Senior Manager, Customer Sucess

About the opportunity

We seek a highly motivated and experienced Customer Success Leader to join our dynamic team at Contentful. As the Customer Success Leader for Enterprise Accounts, you will be responsible for developing and executing strategies to ensure the success and satisfaction of our enterprise-level customers. Your primary goal will be to build strong relationships with key stakeholders, drive the adoption of our products and services, and maximize customer value. 

Retention and revenue are key aspects of this role as your team will be managing the renewal strategy.  This is a leadership role that requires exceptional communication, strategic thinking, and a deep understanding of the needs and challenges faced by enterprise customers.

What to expect? 

• Leading Your Team: Recruit, hire, and invest deeply in your CSMs' development; being the mentor they lean on and the senior voice that steps in when situations need it. Build a team culture built on customer outcomes, accountability, and continuous improvement.
• Customer Relationships: Your team will own a portfolio of around 25–30 enterprise accounts each, serving as trusted advisors focused on delivering real business outcomes. Maintain a strong pulse on customer health, run regular business reviews, and ensure every interaction reflects a consistent, value-led approach. Build senior stakeholder relationships across your accounts and support your CSMs where it counts.
• Retention & Growth: Work closely with CS leadership, AEs, and Regional Sales Directors to align on territory strategy and drive toward shared retention targets. Spot and pursue expansion, upsell, and cross-sell opportunities, treating renewals as the natural result of delivering consistent value.
• Customer Success Strategy: Partner with CS leadership and cross-functional teams across Sales, Product, and Support to shape and execute customer success strategy. Build the playbooks, processes, and best practices that allow your team to operate consistently and at scale, and define the metrics that inspire them to excel.
• Customer Advocacy: Be the internal champion for our customers, feeding structured insights back to Product, Engineering, and Marketing to influence the roadmap, and ensure alignment with customer priorities.
• Forecasting & Performance: Run a tight weekly forecasting cadence, presenting clearly to senior leadership on pipeline health and quota progress.  Set a high bar for team performance and create the conditions for everyone to exceed it.

What you need to be successful?

• Proven experience (5+ years) in customer success or account management leadership roles or senior customer success roles at the individual contributor level, preferably in a B2B technology or SaaS company, focusing on enterprise accounts.
• Strong understanding of enterprise-level customer needs, challenges, and decision-making processes.
• Ability to drive customer-facing events, including creating the agenda, the customer strategy, and public speaking.
• Excellent interpersonal and communication skills, with the ability to build and maintain relationships with key stakeholders at all levels of the organization.
• Demonstrated success in driving customer adoption, satisfaction, and retention in complex enterprise environments.
• Strategic thinking and problem-solving skills, with the ability to analyze data, identify trends, and develop actionable insights.
• Leadership and team management experience, with the ability to motivate and inspire a team toward achieving common goals.
• Results-oriented mindset, with a track record of meeting or exceeding customer success targets and KPIs.
• Bachelor's degree in a relevant field (Business, Computer Science, or similar). An MBA or advanced degree is a plus.

Join our team and make a significant impact on the success of our enterprise customers while driving the growth of our company.

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
• 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,  education days, compassion days for loss, and volunteer days
• Time off 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 phone/internet 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.

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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