Senior Customer Success Manager

About the opportunity

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 beginning
• Understand and advise customers’ priorities with Contentful, capture and communicate KPIs and outcomes through a defined path to maturity and success
• Proactively monitor and engage customers to drive increased value from Contentful’s platform
• The ideal candidate will act as a “player-coach” able to drive success in the details, but also have the bigger picture of overall company growth
• Build and own relationships across a full book of business and embody the trusted advisor role
• Drive product adoption, customer satisfaction, and overall influence on customer health scores
• Lead effective and consistent customer Business Reviews based on the defined Business Review rubric
• Deliver Product Roadmaps to customers and walk through the functionality
• Proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
• Flag and proactively mitigate risks within a book of business
• Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs
• Prioritize accounts to focus efforts based on perceived risk, potential growth, strategic value, and renewal timeframe
• Spearhead and organize community events and customer visits
• Prepare to travel ~25% annually for customer onsite meetings

What 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 organization
• Needs to be a self-starter, able to navigate uncertain and matrixed environments
• Experience in growing SaaS business in APJ is critical given the unique nature of the APJ dynamic and ecosystem
• Strong cross-functional participation and collaboration as a key team player
• Ability to marshal resources internally that may be in other locations and time zones to ensure the success of Customers in the region
• History building alignment and relationships with both technical and business users, both at the individual contributor and the executive level
• Meet and exceed expectations with significant autonomy and independence
• Ability to understand Contentful APIs, as well as the modern content management and digital experience stack
• Strong oral and written communication and presentation skills, with an ability to weave data analysis into storytelling
• Ability to prioritize and manage time and competing requests effectively
• Independently 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 channels
• Commitment to create, maintain and drive the path forward with a personal development plan
• Identifies opportunities for internal thought leadership discussions
• Experience with content management systems is a bonus
• Experience leading teams is also a bonus, as we expect this role to grow into a leader in the business as we expand

What's in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences
• Healthcare 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 company
• A personal 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.

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