Job Description

The Strategic Customer Success Manager will be the post-sale counterpart to the Strategic Account Executive, focusing on customer value, long-term growth, and executive relationships within enterprise organizations. This role involves guiding customers through their digital experience transformation, maximizing ROI, and driving measurable outcomes through adoption and strategic governance.

Responsibilities

• Act as primary post-sale relationship owner for enterprise customers
• Develop strategic success plans
• Lead quarterly and executive business reviews
• Guide customers through ongoing adoption of Contentful
• Identify and remove adoption barriers
• Partner with AEs to map long-term growth paths
• Collaborate with Sales, Solution Engineering, Partnerships, and Marketing
• Work with SIs and Technology partners
• Provide customer advocacy
• Own renewal cycles
• Track and communicate customer health
• Support RFI/RFQ processes

Requirements

• 10-15+ years in Enterprise Customer Success or Account Management (SaaS/PaaS)
• Experience managing complex, multinational accounts
• Strong understanding of digital experience technology ecosystems
• Expertise in value realization and strategic planning
• Demonstrated strength collaborating with enterprise AEs
• Experience leading renewals and expansions of $1M+ ARR
• Ability to navigate partner ecosystems
• Skilled in presenting to technical and business audiences
• Proactive, curious, and consultative approach

Benefits

• No benefits