Customer Success Manager, Enterprise

<h2><strong>About the opportunity</strong></h2> <p>As a Customer Success Manager,  you will work directly with Contentful customers in your region, to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful.  You will partner closely with our sales, partner organization, and professional services teams and amplify the voices of the customers internally by driving continuous feedback into our product and customer teams.  </p> <p><strong>This is a hybrid role where office attendance in downtown San Francisco is expected </strong><strong>2 days per week. </strong></p> <h2><strong>What to expect?</strong></h2> <ul> <li>Build and own relationships across a full book of business and embody the trusted advisor role, managing a book of business of around 25-30 enterprise accounts.</li> <li>Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning</li> <li>Understand and advise customers’ priorities with Contentful, capture and communicate KPIs and outcomes through a defined path to maturity and success</li> <li>Drive product adoption, customer satisfaction, and overall influence on customer health scores</li> <li>Lead effective and consistent customer Business Reviews based on the defined Business Review rubric</li> <li>Flag and proactively mitigate risks within a book of business</li> <li>Drive the renewal conversations to close with Contentful’s largest and most strategic logos. </li> <li>Confidently negotiate pricing and contract terms with procurement teams in the Fortune top 20. </li> <li>Close renewals on time and forecast them accurately to leadership weekly</li> <li>Create and drive customer close plans for renewal</li> <li>Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs</li> <li>Prepare to travel ~25% annually for customer onsite meetings</li> </ul> <h2><strong>What you need to be successful?</strong></h2> <ul> <li><strong>5+ years of experience in a customer-facing role </strong>with renewals experience; Customer Success Management, Renewals Management, or Key Account Management experience</li> <li><strong>Content management systems, content strategy, or agency experience preferred. </strong>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)</li> <li>Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers</li> <li>Demonstrated success in meeting or exceeding sales or performance goals</li> <li>Ability to think strategically about a customer’s goals and drive renewal and expansion opportunities to close independently</li> <li>Excellent oral and written communication skills: shows excellence in previous customer and internal engagements</li> <li>Collaborate effectively with cross-functional teams, including sales, product, and support</li> <li>Well-developed attention to detail and organization skills ie: follow processes, updating the relevant systems diligently, and make suggestions on improvements where required</li> <li>Demonstrate a commitment to p ... (truncated, view full listing at source)