Customer Success Manager - Dedicated

Contentful•New York, NY

3h•Hybrid

About The Position

As a Customer Success Manager at Contentful, you will be a strategic partner to key customers, helping them maximize the value of the platform and accelerate their digital experience initiatives. You will act as a trusted advisor, guiding customers to achieve technical and business objectives and realize measurable impact from their investment. This role involves owning the end-to-end customer lifecycle, including renewals and identifying expansion opportunities, while collaborating with Sales, Partners, and Professional Services to drive customer outcomes and strengthen relationships. You will also champion the voice of the customer internally, translating insights and feedback for Product and Customer teams. Your success will be measured by customer value achievement, relationship strength, and retention/growth of strategic accounts. This role offers the opportunity to drive real impact by shaping the success of leading enterprises, act as a strategic advisor to executives, grow with top-tier customers, collaborate across various teams, and enjoy autonomy and flexibility, including approximately 25% annual travel for face-to-face customer engagement.

Requirements

5+ years in a customer-facing role with experience in Customer Success Management, Renewals Management, or Key Account Management.
Ability to understand Contentful APIs and the modern content management and digital experience stack.
Comfort using Contentful data tools to engage in proactive customer discussions and, in some cases, create custom queries and reports.
Strong technical aptitude and ability to explain high-level technical concepts clearly to customers.
Proven track record of meeting or exceeding performance or sales goals.
Strategic thinker who can align with customer goals and independently drive renewal and expansion opportunities to close.
Excellent oral and written communication skills, demonstrated through past customer and internal engagements.
Collaborative mindset and ability to work effectively across cross-functional teams, including Sales, Product, and Support.
Highly organized with strong attention to detail; follows processes, updates systems diligently, and proactively suggests improvements.
Commitment to prioritizing customer success while aligning with company objectives.
College degree highly preferred.

Nice To Haves

Experience with content management systems, content strategy, or agency environments is a plus.

Responsibilities

Own and grow executive relationships across a portfolio of 25–30 strategic enterprise customers, serving as a trusted advisor on digital experience transformation.
Partner with customers to drive the successful adoption of Contentful, helping them deliver measurable improvements in speed to market, performance, personalization, and operational efficiency.
Align Contentful to customer business priorities by defining success metrics, tracking KPIs, and guiding teams along a clear path to digital maturity.
Lead strategic engagements including quarterly and executive business reviews, communicating outcomes, surfacing opportunities, and aligning on long-term digital experience strategies.
Proactively identify adoption barriers and orchestrate internal resources across Solutions Engineering, Support, and Product to ensure customers achieve their goals.
Collaborate closely with Account Executives to develop multi-year account strategies, uncover expansion opportunities, and build compelling data-driven business cases.
Own the renewal lifecycle end-to-end for some of Contentful’s most strategic customers, driving high retention and long-term value.
Confidently lead commercial conversations with senior stakeholders and procurement teams within large global enterprises.
Act as the voice of the customer internally by translating customer insights into actionable feedback for Product and Go-to-Market teams.
Travel approximately 25% annually to build strong relationships through onsite customer engagement.

Benefits

Stock Options for the opportunity to share in the success of our company
Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents
Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family
A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer days
Company paid parental leave to care for and focus on your growing family
Personal annual education budget to improve your skills and grow in your career
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 stipend and phone hardware upgrade reimbursement
New hire office equipment stipend for hybrid or distributed employees