Customer Success Manager - Growth

Job Description
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
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 ~10% annually for customer onsite meetings 
What you need to be successful
College / University Degree is highly preferred
3+ years of experience in a customer-facing role; Customer Success Management or Account Management experience. 
Past history of meeting or exceeding goals
Excellent oral and written communication skills: shows excellence in previous customer and internal engagements
Strong cross-functional participation and collaboration as a key team player
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)
Well-developed attention to detail and organization skills ie: following processes, updating the relevant systems diligently, and making suggestions on improvements where required
Technical understanding and a keen interest in technology. Ability to communicate high-level technical concepts to customers. 
Customer-first mindset, where you and the company win by helping our customers succeed.
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 health/dental/vision care package covering 100% of monthly premiums for employees 
We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, education days, and volunteer days
16 weeks of paid parental leave to care for and focus on your growing family 
Use your personal 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 
Use your physical fitness budget to get away from your desk and support your physical wellness
A monthly phone/internet stipend and phone upgrade reimbursement after 2 years
New hire office equipment stipend. 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. 
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
[This position is eligible for equity awards, annual bonuses, short- and long-term incentives, and program-specific awards, where applicable, in accordance with the terms of Contentful’s variable compensation plans.]
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Who are we?
Contentful is the intelligent composable content platform that unlocks all of an organization’s digital content to deliver impactful customer experiences, making content a strategic business asset. The Contentful Platform, Contentful Studio, and the Contentful Ecosystem combine the flexibility of composable content with the intelligence of AI, empowering digital teams to drive business momentum through collaboration, speed, and scale. Contentful powers innovative content experiences across brands, regions, and channels for organizations around the world, including nearly 30% of the Fortune 500. Nearly 800 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver and distributed around the world.
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 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.
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