At a Glance
- Tasks: Lead and develop a high-performing Customer Success team across EMEA.
- Company: Join Contentful, a leading digital experience platform reshaping how businesses engage with content.
- Benefits: Enjoy stock options, generous paid time off, and a personal education budget.
- Other info: Be part of a diverse, inclusive culture that values your unique background.
- Why this job: Make a real impact by driving customer success and building inclusive teams.
- Qualifications: 4+ years in B2B SaaS Customer Success management and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
About the Opportunity
The Manager of Customer Success, Scale EMEA (f/m/d) is a critical role within the field organisation. You will be instrumental in developing Customer Success talent at Contentful. This is a builder role for a leader who thrives on creating systems, driving commercial outcomes, and improving productivity at scale. The Scale Customer Success team operates across two distinct motions: Renewals and Customer Success, handling a high volume of renewals, expansions, and strategic relationship building. Driving value realisation across your segment is at the heart of this role. You will grow and develop a high-performing, inclusive team, and design scalable engagement strategies that bring together digital programmes, automation, and high-impact human customer interactions. As a quota-carrying role, you own the EMEA forecast. You will identify and mitigate risks, pursue opportunities, and continuously raise the bar through outstanding leadership and coaching. You will stay actively present with your team, engaged in customer interactions, and provide hands-on support through complex sales, procurement processes or any other customer success requirements of your team.
What to expect?
- Recruit, hire, train, and coach new team members.
- Be a mentor and provide hands-on coaching and professional development for Renewal Managers and CSMs.
- Create processes, set best practices and build replicable patterns for go to markets initiatives.
- Help scale the Growth Customer Success segment through automations.
- Serve as a stakeholder and point of escalation internally and in customer engagements.
- Conduct weekly forecasts with your Manager and oversee goals, metrics, and quota achievement.
- Proactive collaboration with Account Executives and Regional CS and Sales Directors to align on territory strategies.
What you need to be successful
- 4+ years managing or leading B2B SaaS CS or Account Management teams, or senior customer success roles at the individual contributor level, with 5+ years in CS or Account Management overall.
- Preferred: Hands-on experience building and running Scaled CS teams - programs, playbooks, and digital motions included.
- Experience negotiating customer contracts.
- Track record of delivering exceptional customer success outcomes.
- Proficiency with tools like Gainsight, Salesforce, and Tableau.
- Familiarity with a land-and-expand sales model.
- Proven ability to manage and accurately call a forecast.
- Proven ability to build and lead high-performing teams.
- Consultative selling experience.
- Strong written, verbal, and presentation skills.
- Bachelor's degree (BA/BS).
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.
- 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.
Who are we?
Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for 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 more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide. 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 we 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.
Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have.
By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
Manager, Customer Success, Scale EMEA (f/m/d) in London employer: the Opportunity
Edward Vinson is an exceptional employer that values its employees by providing a supportive and collaborative work environment, especially during this four-month secondment opportunity. With a focus on professional development, you'll gain invaluable recruitment and HR experience while working with a diverse team across Bulgaria and the UK, making a meaningful impact during a busy recruitment period. Join us to enhance your skills in a fast-paced international business and enjoy the benefits of being part of a dynamic team dedicated to delivering an excellent candidate experience.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success, Scale EMEA (f/m/d) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at the Opportunity. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like the Opportunity before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager, Customer Success, Scale EMEA (f/m/d) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to the Opportunity:Your cover letter is your chance to shine! Tell us why you want to work at the Opportunity specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at the Opportunity!
How to prepare for a job interview at the Opportunity
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
