Customer Success Manager

Title: Customer Success Manager Location: Austin, Texas, United States

Applications for this position will be accepted on an ongoing basis.

About the opportunity

As a Customer Success Manager at Contentful, you will serve as a strategic partner to some of our most important customers, helping them unlock the full value of our platform and accelerate their digital experience initiatives. Acting as a trusted advisor, you will guide customers in achieving both their technical and business objectives while ensuring they realize measurable impact from their investment in Contentful.

You will own the end-to-end customer lifecycle, including renewals and identifying expansion opportunities, while working cross-functionally with Sales, our Partner ecosystem, and Professional Services to drive customer outcomes and strengthen long-term relationships. At the same time, you will champion the voice of the customer internally by translating insights and feedback into actionable input for our Product and Customer teams.

Your success will be measured by the value your customers achieve, the strength of the relationships you build, and your ability to retain and grow some of Contentful’s most strategic accounts.

Why This Role Is Exciting

• Drive Real Impact: Shape the success of leading enterprises by helping them deliver faster, more personalized, and operationally efficient digital experiences. Your work will directly influence their business outcomes.
• Be a Strategic Advisor: Partner with executives and cross-functional teams to define long-term digital experience strategies, positioning yourself as a key driver of their success.
• Grow with Top-Tier Customers: Manage some of Contentful’s most strategic accounts, driving adoption, retention, and expansion while developing deep industry expertise.
• Collaborate Across Teams: Work alongside Sales, Professional Services, and Partners to create high-value, multi-faceted solutions for customers.
• Enjoy Autonomy and Flexibility: Take ownership of your accounts, build lasting relationships, and travel as needed (~25% annually) to meet customers face-to-face and make a real difference.

What to expect?

• Own and grow executive relationships across a portfolio of 25–30 strategic enterprise customers, serving as a trusted advisor on digital experience transformation.
• Partner with customers to drive the successful adoption of Contentful, helping them deliver measurable improvements in speed to market, performance, personalization, and operational efficiency.
• Align Contentful to customer business priorities by defining success metrics, tracking KPIs, and guiding teams along a clear path to digital maturity.
• Lead strategic engagements including quarterly and executive business reviews, communicating outcomes, surfacing opportunities, and aligning on long-term digital experience strategies.
• Proactively identify adoption barriers and orchestrate internal resources across Solutions Engineering, Support, and Product to ensure customers achieve their goals.
• Collaborate closely with Account Executives to develop multi-year account strategies, uncover expansion opportunities, and build compelling data-driven business cases.
• Own the renewal lifecycle end-to-end for some of Contentful’s most strategic customers, driving high retention and long-term value.
• Confidently lead commercial conversations with senior stakeholders and procurement teams within large global enterprises.
• Act as the voice of the customer internally by translating customer insights into actionable feedback for Product and Go-to-Market teams.
• Travel approximately 25% annually to build strong relationships through onsite customer engagement.

What you need to be successful?

• 5+ years in a customer-facing role with experience in Customer Success Management, Renewals Management, or Key Account Management.
• Experience with content management systems, content strategy, or agency environments is a plus.
• Ability to understand Contentful APIs and the modern content management and digital experience stack. Comfort using Contentful data tools to engage in proactive customer discussions and, in some cases, create custom queries and reports.
• Strong technical aptitude and ability to explain high-level technical concepts clearly to customers.
• Proven track record of meeting or exceeding performance or sales goals.
• Strategic thinker who can align with customer goals and independently drive renewal and expansion opportunities to close.
• Excellent oral and written communication skills, demonstrated through past customer and internal engagements.
• Collaborative mindset and ability to work effectively across cross-functional teams, including Sales, Product, and Support.
• Highly organized with strong attention to detail; follows processes, updates systems diligently, and proactively suggests improvements.
• Commitment to prioritizing customer success while aligning with company objectives.
• College degree highly preferred.
• Hybrid role: office attendance in office is expected 3 days per week.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $99,400 - $136,600 annually.

Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable