Manager, Customer Success - Growth EMEA (f/m/d)

The Manager, Customer Success - Growth EMEA at Contentful is responsible for leading the Growth Customer Success team, managing renewals and expansions, and fostering strategic customer relationships. You'll oversee the team's targets, strategize with upper management to improve processes, and mentor new hires to ensure a high-performing environment.

To excel as the Manager, Customer Success - Growth EMEA at Contentful, candidates should possess over 4 years of B2B SaaS Account Management experience and 5 years in a Customer Success role. Skills in contract negotiation, consultative selling, and familiarity with tools like Gainsight and Salesforce are also essential.

At Contentful, the Manager, Customer Success - Growth EMEA will have the opportunity to mentor and coach their team while also receiving access to a personal annual education budget, workshops, and networking events, fostering professional growth and enhancing skills.

Contentful encourages a collaborative and inclusive culture for the Manager, Customer Success - Growth EMEA. As part of a diverse team, you’ll collaborate closely with other departments, engage in fun team activities, and have the opportunity to actively contribute to a dynamic work environment.

As the Manager, Customer Success - Growth EMEA, you'll play a crucial role in shaping Contentful’s growth strategy by managing renewals and expansions, thus directly influencing revenue and customer satisfaction while driving the company's overall success.

To achieve renewal and expansion targets, I would implement a customer engagement strategy focused on understanding client needs, developing tailored success plans, and maintaining regular communication to anticipate potential challenges and opportunities.

Prioritizing coaching involves identifying individual team member strengths and areas for improvement, providing tailored mentorship, and setting clear career growth paths aligned with business goals while creating a culture of continuous feedback.

In my previous role, I successfully executed a 'land-and-expand' strategy by first securing a small pilot project with a critical account, focusing on delivering exceptional results, and then leveraging that success to present additional solutions to the client, leading to significant upsell opportunities.

I have significant experience in forecasting by regularly analyzing renewal trends, using CRM tools for data visualization, and collaborating with sales and account management teams to project expected income and identify risks preemptively.

In a past position, I faced a significant churn risk with a key client. I took the initiative to meet with them personally to understand their concerns, facilitated a series of workshops, and ultimately redefined our service delivery model to better meet their needs, resulting in renewed trust.

I believe in leveraging the diverse strengths of my team members. I assess their skills regularly and create tailored learning plans, fostering an environment of collaboration where team members can learn from each other through knowledge sharing and buddy systems.

I have used a combination of Gainsight and Salesforce to track customer health scores, renewals, and satisfaction metrics, allowing me to derive actionable insights that help improve customer success strategies.

I prioritize maintaining open lines of communication with sales to ensure alignment on goals, sharing customer feedback to refine messaging, and collaborating on joint customer engagements for seamless transitions and optimal customer experiences.

Effective communication is vital in Customer Success leadership. It fosters transparency, builds trust with clients, and ensures that team members are aligned with strategies, leading to a more cohesive and effective pursuit of our objectives.

Celebrating successes within my team includes recognizing individual contributions during team meetings, highlighting customer wins in company newsletters, and organizing team outings to foster team spirit and motivation while reinforcing the importance of our collective efforts.