d) at Contentful

London, England, United Kingdom

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Proven experience (7+ years) in customer success or account management leadership roles or senior customer success roles at manager or director level, preferably in a B2B technology or SaaS company, focusing on enterprise accounts
3+ years of people leadership experience, including managing managers and/or regional teams
Proven success managing enterprise accounts and driving customer retention and expansion
Strong strategic thinking with hands-on execution capability
Excellent interpersonal and communication skills; comfortable being a visible leader internally and externally
Experience navigating complex customer environments and acting as a senior escalation point
Ability to work cross-functionally in a global organization, with strong stakeholder management skills
Based in Europe, with willingness to travel as needed within the region
Bachelor's degree in a relevant field (Business, Computer Science, or similar). An MBA or advanced degree is a plus

Responsibilities

Lead the European Customer Success team (~25 team members), including direct oversight of 2-3 Customer Success Managers (CSM), Team Leads, or Managers
Own retention metrics: Drive and be accountable for customer retention and net revenue retention (NRR) across the European region. Manage a tight forecasting process and present to Senior Leadership
Strategic execution: Partner with the VP of Customer Success and other global CS and Sales leaders to define and implement regional strategy and goals
Customer advocacy & escalation point: Serve as a trusted escalation point for high-impact customer issues and strategic accounts
Customer relationships: Build relationships with key enterprise customers and partners in the region to understand their needs, drive adoption, and identify expansion opportunities
Team development: Mentor and grow a high-performing, customer-obsessed team; support CSMs in managing their ~25-account portfolios of enterprise clients

Skills

Key technologies and capabilities for this role

Customer Success ManagementTeam LeadershipRetention MetricsNet Revenue RetentionForecastingStrategic ExecutionEscalation ManagementCustomer AdvocacyTeam DevelopmentEnterprise Accounts

Questions & Answers

Common questions about this position

What team size will I be leading in this role?

You will lead the European Customer Success team of ~25 team members, including direct oversight of 2-3 Customer Success Managers, Team Leads, or Managers.

Is this role remote or does it require a specific location?

The role requires you to be based in Europe, with willingness to travel as needed within the region.

What experience is required for this position?

You need 7+ years in customer success or account management leadership roles, preferably in B2B SaaS with enterprise accounts, plus 3+ years of people leadership including managing managers, and proven success in retention and expansion.

What are the key responsibilities for retention?

You will own retention metrics, drive customer retention and net revenue retention (NRR) across Europe, manage forecasting, and present to Senior Leadership.

What is the salary or compensation for this role?

This information is not specified in the job description.

Contentful

Digital content management platform for businesses

About Contentful

Contentful offers a platform for digital content management that enables businesses to create, manage, and deliver content without coding. Its content management system (CMS) is designed for teams to streamline their content production and maintain a consistent experience across various brands and channels. Unlike competitors, Contentful operates on a freemium model, providing free access to basic features while charging for advanced capabilities. The company's goal is to empower businesses to effectively manage their digital content at scale.

Berlin, GermanyHeadquarters

2013Year Founded

$324.4MTotal Funding

SERIES_FCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Stock Options

Fertility Treatment Support

Unlimited Paid Time Off

Parental Leave

Professional Development Budget

Wellness Program

Phone/Internet Stipend

Home Office Stipend

Risks

Emerging CMS platforms with lower costs threaten Contentful's market share.

Integration challenges from the Ninetailed acquisition could disrupt operations.

The freemium model may limit revenue growth if users don't convert to paid plans.

Differentiation

Contentful offers a composable content platform for digital-first businesses.

The platform integrates seamlessly with hundreds of tools through open APIs.

Contentful's CMS allows content management without needing to write code.

Upsides

Contentful's acquisition of Ninetailed enhances its AI-driven content personalization capabilities.

Partnerships with Vercel and SAP expand Contentful's integration and market reach.

The rise of generative AI tools presents opportunities for Contentful's platform enhancement.

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