Customer Success Manager – Growth

About Contentful

Contentful is an ambitious tech company focused on helping users realize value through scalable, thoughtful engagement and digital success programming.

Job Summary

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.

Key Responsibilities

• Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning.
• Manage 120-200 customers at scale in the commercial segment.
• Execute customer programs, partnering with our product, sales, and marketing teams.
• Leverage tech tools to manage day-to-day operations with high throughput and organization.
• Drive product adoption, customer satisfaction, and overall influence on customer health scores.
• Monitor customer usage and health scores to proactively mitigate risks and nurture accounts for expansion.
• Partner with the Renewal team to maintain a high rate of customer retention.
• Translate customer insights into actionable feedback for product and go-to-market teams.
• Prepare to travel ~20% annually for customer onsite meetings.

Requirements

• 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.
• Proven track record of meeting or exceeding KPIs tied to retention, engagement, or customer satisfaction.
• Strong written and verbal communication skills.
• Demonstrated ability to collaborate cross-functionally with sales, marketing, support, and product teams.
• Comfortable discussing Contentful’s API-first model and structured content.
• Ability to leverage data tools (e.g., Gainsight, Salesforce, Tableau, Zendesk).
• Organized and detail-oriented, with a commitment to process adherence.
• Technically curious and capable of explaining complex concepts to various stakeholders.
• A customer-first mindset, with a passion for helping users realize value.

Benefits & Perks

• Join an ambitious tech company.