Customer Success Manager - Dedicated f/m/d) in London

About the Opportunity

As a Customer Success Manager EMEA, 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 customer voices internally by driving continuous feedback into our product and customer teams. This role is budgeted to begin in our financial Q4, and we are currently looking to connect with candidates who would be open to a potential start between November and December.

What to Expect

• 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.
• Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning.
• Understand and advise customers’ priorities with Contentful, capture and communicate KPIs and outcomes through a defined path to maturity and success.
• Drive product adoption, customer satisfaction, and overall influence on customer health scores.
• Lead effective and consistent customer Business Reviews based on the defined business goals of the customer.
• Flag and proactively mitigate risks within a book of business.
• Drive the renewal conversations to close with Contentful’s largest and most strategic logos.
• Confidently negotiate pricing and contract terms with procurement teams in the Fortune top 20.
• Close renewals on time and forecast them accurately to leadership weekly.
• Create and drive customer close plans for renewal.
• Translate customer insights into actionable feedback for our product and go-to-market teams, and follow up on progress and collaboration with PMs.
• Prepare to travel ~25% annually for customer onsite meetings.

What You Need to Be Successful

• A college / University Degree is highly preferred.
• 5+ years of experience in a customer‑facing role with renewals experience; Renewals Management, Customer Success Management, or Key Account Management experience.
• Excellent oral and written communication skills in English, as well as in either French or Italian.
• Demonstrated success in meeting or exceeding sales or performance goals.
• Ability to think strategically about a customer’s goals and drive renewal and expansion opportunities to close independently.
• Collaborate effectively with cross‑functional teams, including sales, product, and support.
• 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, i.e., follow processes, update the relevant systems diligently, and make suggestions on improvements where required.
• Technical proficiency and a keen interest in technology.
• Ability to communicate high‑level technical concepts to customers.
• Demonstrate a commitment to prioritizing customer success and aligning it with company goals.

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 healthcare package, health/dental/vision care package covering 100% of monthly health premiums for employees and 85% of costs for dependents.
• Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
• We value Work‑Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, education days, compassion days for loss, and volunteer days.
• Time off to care for and focus on your growing family.
• Use your personal annual 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.
• An annual wellbeing stipend to care for your physical, financial, or emotional health.
• A monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.
• Get the gear you need to work at your best.

Everyone is welcome here! 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.

If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.