Job Description
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 SalesDirectors 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.
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