Description

As a Senior Manager of Customer Success for EMEA Enterprise at Contentful, you'll lead a team of Customer Success Managers, develop strategies to drive adoption and retention, and build strong relationships with key stakeholders. You'll shape customer success strategy, oversee renewals and expansion, and act as a customer advocate to influence the product roadmap.

Requirements

• 5+ years in customer success or account management leadership (or senior IC role) in B2B SaaS, focusing on enterprise accounts
• Strong understanding of enterprise customer needs and decision-making processes
• Excellent interpersonal and communication skills with ability to build relationships at all levels
• Demonstrated success in driving adoption, satisfaction, and retention in complex enterprise environments
• Strategic thinking, data analysis, and team management experience

Responsibilities

• Recruit, hire, and develop CSMs, building a culture of customer outcomes and continuous improvement
• Manage enterprise account portfolio (25-30 accounts per CSM), conduct business reviews, and ensure value-led interactions
• Drive retention and growth strategy in collaboration with Sales and CS leadership, identifying upsell and cross-sell opportunities
• Shape customer success playbooks, processes, and metrics for consistent, scalable operations
• Run weekly forecasting cadence and present pipeline health and quota progress to senior leadership