Senior Customer Success Manager
vor 21 Stunden
About the opportunityAs a Senior Customer Success Manager in the Asia-Pacific region, you will work directly with Contentful customers to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor. You will partner closely with our Sales, Product Partner Organization, and Professional Services teams. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful. You will also amplify the voices of the customers in your region internally by driving continuous feedback into our Product, Engineering, and Customer Experience teams on ways we can better serve our customers. Contentful is growing our presence in APJ and ANZ so this is an exciting opportunity to establish the foundation for this region and drive its success.What to expect?Continue onboarding new customers and lead cross-functionally with sales and professional services to ensure value expectations are aligned and achieved from the beginningUnderstand and advise customers' priorities with Contentful, capture and communicate KPIs and outcomes through a defined path to maturity and successProactively monitor and engage customers to drive increased value from Contentful's platformThe ideal candidate will act as a "player-coach" able to drive success in the details, but also have the bigger picture of overall company growthBuild and own relationships across a full book of business and embody the trusted advisor roleDrive product adoption, customer satisfaction, and overall influence on customer health scoresLead effective and consistent customer Business Reviews based on the defined Business Review rubricDeliver Product Roadmaps to customers and walk through the functionalityProactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewalsFlag and proactively mitigate risks within a book of businessTranslate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMsPrioritize accounts to focus efforts based on perceived risk, potential growth, strategic value, and renewal timeframeSpearhead and organize community events and customer visitsPrepare to travel ~25% annually for customer onsite meetingsWhat you need to be successful?7+ years of experience in customer-facing roles such as Customer Success Associate/Manager, Technical Account Manager, Solution Engineer, or similar. Ideally, as a part of a SaaS organizationNeeds to be a self-starter, able to navigate uncertain and matrixed environmentsExperience in growing SaaS business in APJ is critical given the unique nature of the APJ dynamic and ecosystemStrong cross-functional participation and collaboration as a key team playerAbility to marshal resources internally that may be in other locations and time zones to ensure the success of Customers in the regionHistory building alignment and relationships with both technical and business users, both at the individual contributor and the executive levelMeet and exceed expectations with significant autonomy and independenceAbility to understand Contentful APIs, as well as the modern content management and digital experience stackStrong oral and written communication and presentation skills, with an ability to weave data analysis into storytellingAbility to prioritize and manage time and competing requests effectivelyIndependently uses Contentful data tools to engage in meaningful, proactive customer discussions and in some instances, crafts custom queries and reports (in data tools)Support broader CSM team as needed through various channelsCommitment to create, maintain and drive the path forward with a personal development planIdentifies opportunities for internal thought leadership discussionsExperience with content management systems is a bonusExperience leading teams is also a bonus, as we expect this role to grow into a leader in the business as we expandWhat's in it for you?Join an ambitious tech company reshaping the way people build digital experiencesHealthcare packages and time off programs are available through TargetCW, or your contracting agency.Full-time employees receive Stock Options for the opportunity to share in the success of our companyA personal education budget to improve your skills and grow in your careerEnjoy 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 dutiesAn annual wellbeing stipend to care for your physical, financial, or emotional healthA 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-SD2
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