Overview
We are looking for a highly motivated and experienced Senior Manager, Customer Success EMEA Enterprise (f/m/d) to join our dynamic team at Contentful. In this role, you will develop and execute strategies to ensure the success and satisfaction of our enterprise-level customers, building strong relationships with key stakeholders, driving the adoption of our products and services, and maximizing customer value. You will play a pivotal role in retaining and growing revenue, managing renewal strategy and guiding a high‑performance team.
Responsibilities
- Lead and grow your CSM team: recruit, hire, mentor and invest deeply in their development, fostering a culture of accountability, continuous improvement and customer outcomes.
- Own a portfolio of around 25–30 enterprise accounts, serving as trusted advisors and delivering real business outcomes through regular business reviews, health monitoring and value‑led interactions.
- Collaborate with CS leadership, AEs, and Regional Sales Directors to align on territory strategy, retention targets, expansion, upsell and cross‑sell opportunities, treating renewals as the natural result of consistent value delivery.
- Partner with Sales, Product and Support to shape and execute the customer success strategy, building playbooks, processes and best practices that enable scalable, consistent performance, and defining the metrics that drive excellence.
- Champion customer advocacy, feeding structured insights back to Product, Engineering and Marketing to influence product roadmap and align with customer priorities.
- Execute a tight weekly forecasting cadence, presenting pipeline health and quota progress to senior leadership, and set high performance standards for the team.
Qualifications
- 5+ years in customer success or account management leadership roles, or senior customer success roles as an individual contributor, preferably in a B2B technology or SaaS environment focused on enterprise accounts.
- Deep understanding of enterprise‑level customer needs, challenges and decision‑making processes.
- Experience driving customer‑facing events, agenda setting, public speaking and strategy development.
- Excellent interpersonal and communication skills, with the ability to build relationships with stakeholders at all organizational levels.
- Track record of driving customer adoption, satisfaction and retention in complex enterprise environments.
- Strategic thinking and analytical skills to interpret data, identify trends, and generate actionable insights.
- Leadership and team‑management experience, motivating and inspiring teams toward common goals.
- Results‑oriented mindset, 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.
Benefits
- Work for an ambitious tech company reshaping digital experiences.
- Stock options for full‑time employees.
- Fertility and family‑building benefits, including a lifetime reimbursable wallet.
- Generous paid time off, including vacation, sick, education, compassion, volunteer days.
- Time off for family caregiving.
- Annual education budget for skill development.
- Full range of virtual and in‑person events, workshops, guest speakers and team activities.
- Annual wellbeing stipend and monthly communication stipend with phone hardware upgrade reimbursement.
- New‑hire office equipment stipend for hybrid or distributed employees.
About Contentful
Contentful is a leading digital experience platform that helps modern businesses deliver 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 over 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide.
Equal Employment Opportunity Statement
Contentful is 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 are proud to be an inclusive company and 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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