Senior Customer Success Manager (f/m/d)

<h2><strong>About the opportunity</strong></h2> <p>As a Senior Customer Success Manager DACH (f/m/d) ,  you will work directly with Contentful customers in  the EMEA  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> <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 20-30 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 goals of the customer</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>College / University Degree is highly preferred</li> <li>7+ years of experience in a customer-facing role with renewals experience; Renewals Management, Customer Success Management, or Key Account Management experience.</li> <li>Excellent oral and written communication skills in English and German</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>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>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>Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers, understand and demo a sass platform product.</li> <li>Demonstrate a commitment to prioritizing customer success and a ... (truncated, view full listing at source)