About the Opportunity
The Manager of Customer Success (Growth Team), EMEA is a critical role within the field organization as you will be instrumental in developing the Customer Success talent at Contentful. The Growth Customer Success team is responsible for a high volume of renewals, expansions, and strategic relationship building. You manage two different motions, Renewals and Customer Success. You will own the renewal and expansion targets for your team, constantly strategizing with the Global Sr Manager of Customer Success, Growth on new initiatives and processes to improve upon.
Since your role is quota carrying, you own the EMEA forecast, identify and mitigate risks, tackle opportunities and constantly up-level your team through outstanding leadership and coaching. You will be actively engaged with your team, involved in customer calls and offer support and guidance through complex sales and procurement processes.
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 Sales Directors to align on territory strategies.
What you need to be successful
- 4+ years of B2B SaaS Account Management as a manager or lead role and 5 + years in Account Management and/or Customer Success.
- Experience negotiating contracts with enterprise customers
- Experience providing strong customer success experiences with customers
- Familiarity with tools like Gainsight, Salesforce, and Tableau
- Experience with a "land-and-expand" sales model
- Proven ability to manage a forecast
- Proven ability to create high performing teams and lead them to success
- Consultative selling experience
- Excellent oral and written communication and presentation skills
- College 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.
#LI-Hybrid #LI-AS2
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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