Sydney, Australia

About the opportunity

As a Senior Customer Success Manager in the Asia-Pacific region, you will work directly with Contentful customers to ensure they maximize value from our platform and deliver a stellar customer experience as their trusted advisor. You will partner closely with our Sales, Product Partner Organization, and Professional Services teams. You will help our customers achieve both their technical and business goals while driving retention and growth for Contentful. You will also amplify the voices of the customers in your region internally by driving continuous feedback into our Product, Engineering, and Customer Experience teams on ways we can better serve our customers. Contentful is growing our presence in APJ and ANZ so this is an exciting opportunity to establish the foundation for this region and drive its success.

What to expect?

Continue onboarding new customers and lead cross-functionally with sales and professional services to ensure value expectations are aligned and achieved from the beginning
Understand and advise customers’ priorities with Contentful, capture and communicate KPIs and outcomes through a defined path to maturity and success
Proactively monitor and engage customers to drive increased value from Contentful’s platform
The ideal candidate will act as a “player-coach” able to drive success in the details, but also have the bigger picture of overall company growth
Build and own relationships across a full book of business and embody the trusted advisor role
Drive product adoption, customer satisfaction, and overall influence on customer health scores
Lead effective and consistent customer Business Reviews based on the defined Business Review rubric
Deliver Product Roadmaps to customers and walk through the functionality
Proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals
Flag and proactively mitigate risks within a book of business
Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs
Prioritize accounts to focus efforts based on perceived risk, potential growth, strategic value, and renewal timeframe
Spearhead and organize community events and customer visits
Prepare to travel ~25% annually for customer onsite meetings

What you need to be successful?

7+ years of experience in customer-facing roles such as Customer Success Associate/Manager, Technical Account Manager, Solution Engineer, or similar. Ideally, as a part of a SaaS organization
Needs to be a self-starter, able to navigate uncertain and matrixed environments
Experience in growing SaaS business in APJ is critical given the unique nature of the APJ dynamic and ecosystem
Strong cross-functional participation and collaboration as a key team player
Ability to marshal resources internally that may be in other locations and time zones to ensure the success of Customers in the region
History building alignment and relationships with both technical and business users, both at the individual contributor and the executive level
Meet and exceed expectations with significant autonomy and independence
Ability to understand Contentful APIs, as well as the modern content management and digital experience stack
Strong oral and written communication and presentation skills, with an ability to weave data analysis into storytelling
Ability to prioritize and manage time and competing requests effectively
Independently uses Contentful data tools to engage in meaningful, proactive customer discussions and in some instances, crafts custom queries and reports (in data tools)
Support broader CSM team as needed through various channels
Commitment to create, maintain and drive the path forward with a personal development plan
Identifies opportunities for internal thought leadership discussions
Experience with content management systems is a bonus
Experience leading teams is also a bonus, as we expect this role to grow into a leader in the business as we expand

What’s in it for you?

Join an ambitious tech company reshaping the way people build digital experiences
Healthcare packages and time off programs are available through TargetCW, or your contracting agency.
Full-time employees receive Stock Options for the opportunity to share in the success of our company
A personal 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 phone/internet 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.

#LI-SD1 #LI-Remote

Who are we?

Contentful is the intelligent composable content platform that unlocks all of an organization’s digital content to deliver impactful customer experiences, making content a strategic business asset. The Contentful Platform, Contentful Studio, and the Contentful Ecosystem combine the flexibility of composable content with the intelligence of AI, empowering digital teams to drive business momentum through collaboration, speed, and scale. Contentful powers innovative content experiences across brands, regions, and channels for organizations around the world, including nearly 30% of the Fortune 500. Nearly 800 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver and distributed around the world.

Everyone is welcome here!

“Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.

Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information such as bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reaching out to us at [email protected] with any information you may have.

By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice”, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

Apply for this job