Customer Success Manager

As 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 experiencesFull-time employees receive Stock Options for the opportunity to share in the success of our companyComprehensive 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.We value

Work-Life balance

and

You Time A generous amount of paid time off, including vacation days, sick days, compassion days for loss, education days, and volunteer daysCompany paid parental leave

to care for and focus on your growing familyUse your personal annual 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 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 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 usIf 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 reaching out to us at

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.

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