Strategic Customer Success Manager at Contentful

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Digital ExperienceIndustries

Requirements

10-15+ years in Enterprise Customer Success or Account Management within SaaS/PaaS, preferably Martech, CMS, personalization, or digital experience platforms
Proven experience managing and growing complex, multinational accounts with large stakeholder groups across digital, engineering, and marketing functions
Strong understanding of digital experience technology ecosystems—headless CMS, personalization engines, content orchestration, CDPs, and modern API-first architectures
Expertise in value realization, executive communication, strategic planning, and aligning technical capabilities to measurable business outcomes
Demonstrated strength collaborating with enterprise AEs to support deal strategies, expansion motions, and commercial negotiations
Experience leading renewals and expansions of $1M+ ARR and maintaining relationships with VP and C-suite executives
Ability to navigate partner ecosystems, including SIs, agencies, and technology integrators, to drive customer success and platform adoption
Skilled in presenting to both technical and business audiences—making complex concepts accessible, compelling, and actionable
A proactive, curious, and consultative approach

Responsibilities

Act as the primary post-sale relationship owner for a portfolio of multinational, enterprise customers with complex digital experience needs
Develop strategic success plans that deeply understand customer business goals, digital roadmaps, and KPIs—and drive execution against those plans with internal partners
Lead quarterly and executive business reviews to communicate outcomes, surface new opportunities, and ensure alignment on multi-year digital experience strategies
Guide customers through ongoing adoption of Contentful, ensuring they realize measurable impact across speed, performance, personalization, and operational efficiency
Identify and remove adoption barriers by collaborating with Solution Engineering, Support, and Product teams
Partner with AEs to map long-term growth paths within accounts, supporting upsell and expansion opportunities through data-driven insights and business cases
Work in lockstep with Strategic AEs to define account plans, unify customer messaging, coordinate exec engagement, and successfully land + expand within each account
Collaborate with key SI and Technology partners to extend value, support joint customer initiatives, and ensure long-term architectural success
Provide customer advocacy by influencing internal product and go-to-market teams with customer insights grounded in real business impact
Own renewal cycles end-to-end, ensuring high retention and proactive risk mitigation
Track and communicate customer health, product usage trends, expansion triggers, and sentiment across the account team
Support RFI/RFQ processes in partnership with Sales to ensure customers have confidence in Contentful’s roadmap, security, and enterprise readiness

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementExecutive RelationshipsBusiness ReviewsAdoption StrategiesROI MaximizationStrategic PlanningDigital TransformationCross-Functional CollaborationUpsellExpansion OpportunitiesData-Driven Insights

Questions & Answers

Common questions about this position

What experience level is required for this Strategic Customer Success Manager role?

The role requires 10-15+ years in Enterprise Customer Success or Account Management within SaaS/PaaS, preferably in Martech, CMS, personalization, or digital experience platforms, along with proven experience managing and growing complex, multinational enterprise accounts.

What are the main responsibilities of this position?

Responsibilities include owning customer value and business outcomes for multinational enterprise customers, driving adoption and platform expansion, leading strategic partnerships and cross-functional leadership, and ensuring operational excellence with renewals and governance.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What makes a candidate successful for this role at Contentful?

Success requires 10-15+ years in enterprise Customer Success or Account Management in SaaS/PaaS, especially Martech, CMS, or digital experience platforms, plus proven ability to manage complex multinational accounts and drive growth.

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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