Manager, Customer Success Management

About the Opportunity

As the Manager of Customer Success, you will lead a team of high-performing Customer Success Managers, ensuring they deliver exceptional value to our customers and consistently exceed retention and growth targets. You’ll coach and guide your team in building strong, trusted advisor relationships with customers, driving adoption of the Contentful platform, and influencing both technical and business outcomes. Your role will balance hands-on leadership, strategic customer engagement, and cross-functional collaboration to strengthen customer success at scale.

What to Expect

• Team Leadership & Development – Coach, mentor, and develop a team of CSMs, ensuring they have the skills, resources, and guidance needed to succeed in managing books of 25–30 enterprise accounts each.
• Customer Strategy Oversight – Guide your team in building and executing success plans that align with customers’ goals, KPIs, and maturity path, while ensuring consistency and excellence in execution.
• Retention & Growth – Oversee and support the end-to-end renewal process with Fortune 500 procurement teams and other enterprise-level customers, ensuring timely and accurate forecasting.
• Customer Health Management – Monitor adoption, engagement, and satisfaction across your team’s accounts; proactively address risks and drive initiatives to improve health scores.
• Operational Excellence – Standardize and enforce best practices for QBRs, onboarding, customer communication, and CRM hygiene; identify and implement process improvements.
• Executive Engagement – Partner with your team to maintain strong relationships with customer executives and stakeholders; step into key strategic accounts as needed.
• Cross-Functional Collaboration – Work closely with Sales, Professional Services, Product, and Support to resolve escalations, influence product roadmap, and deliver a seamless customer experience.
• Data-Driven Management – Use customer data tools to track adoption, identify trends, and inform both team and company strategy.

What You Need to Be Successful

• 7+ years of experience in Customer Success, Account Management, or related customer-facing roles, with at least 2+ years leading or managing a team.
• Proven ability to lead teams that own and consistently meet or exceed renewal and growth targets.
• Deep understanding of enterprise customer relationship management and contract negotiation.
• Experience with content management systems, content strategy, or digital experience platforms preferred.
• Technical proficiency and the ability to translate high-level technical concepts to customer executives and stakeholders.
• Strong coaching skills, with a track record of developing high-performing CSMs.
• Exceptional communication and executive presentation skills.
• Highly organized, process-oriented, and detail-driven, with a passion for continuous improvement.
• Willingness to travel up to 25% for customer meetings and team support.
• Bachelor’s degree highly preferred.

What's in it for you?

• Join an ambitious tech company reshaping the way people build digital experiences
• Full-time employees receive Stock Options for the opportunity to share in the success of our company
• Comprehensive 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 days
• Company paid parental leave to care for and focus on your growing family 
• Use your personal annual 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 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.

This role will need to be conducted in a state in which we are currently registered to do business.

Salary Statement: The salary range dis