Strategic Customer Success Manager

About the Opportunity

As a Strategic Customer Success Manager supporting Contentful's North American Strategic Accounts, you will be the post-sale counterpart to our Strategic Account Executive. Together, you'll co-own customer value, long-term growth, and executive relationships within some of the world's largest and most complex digital organizations.

In this role, you will act as the trusted advisor for enterprise customers-guiding them through their digital experience transformation, maximizing the ROI of their Contentful investment, and driving measurable outcomes through adoption, enablement, and strategic governance. You'll partner closely with Sales, Solution Engineering, Partnerships, and Marketing to ensure the customer achieves their goals while identifying continuous opportunities for expansion.

What to Expect

Own Customer Value & Business Outcomes

* Act as the primary post-sale relationship owner for a portfolio of multinational, enterprise customers with complex digital experience needs.

* Develop strategic success plans that deeply understand customer business goals, digital roadmaps, and KPIs-and drive execution against those plans with internal partners.

* Lead quarterly and executive business reviews to communicate outcomes, surface new opportunities, and ensure alignment on multi-year digital experience strategies.

Drive Adoption, Enablement & Platform Expansion

* Guide customers through ongoing adoption of Contentful, ensuring they realize measurable impact across speed, performance, personalization, and operational efficiency.

* Identify and remove adoption barriers by collaborating with Solution Engineering, Support, and Product teams.

* Partner with AEs to map long-term growth paths within accounts, supporting upsell and expansion opportunities through data-driven insights and business cases.

Strategic Partnership & Cross-Functional Leadership

* Work in lockstep with Strategic AEs to define account plans, unify customer messaging, coordinate exec engagement, and successfully land + expand within each account.

* Collaborate with key SI and Technology partners to extend value, support joint customer initiatives, and ensure long-term architectural success.

* Provide customer advocacy by influencing internal product and go-to-market teams with customer insights grounded in real business impact.

Operational Excellence & Governance

* Own renewal cycles end-to-end, ensuring high retention and proactive risk mitigation.

* Track and communicate customer health, product usage trends, expansion triggers, and sentiment across the account team.

* Support RFI/RFQ processes in partnership with Sales to ensure customers have confidence in Contentful's roadmap, security, and enterprise readiness.

What You Need to Be Successful

* 10-15+ years in Enterprise Customer Success or Account Management within SaaS/PaaS, preferably Martech, CMS, personalization, or digital experience platforms.

* Proven experience managing and growing complex, multinational accounts with large stakeholder groups across digital, engineering, and marketing functions.

* Strong understanding of digital experience technology ecosystems-headless CMS, personalization engines, content orchestration, CDPs, and modern API-first architectures.

* Expertise in value realization, executive communication, strategic planning, and aligning technical capabilities to measurable business outcomes.

* Demonstrated strength collaborating with enterprise AEs to support deal strategies, expansion motions, and commercial negotiations.

* Experience leading renewals and expansions of $1M+ ARR and maintaining relationships with VP and C-suite executives.

* Ability to navigate partner ecosystems, including SIs, agencies, and technology integrators, to drive customer success and platform adoption.

* Skilled in presenting to both technical and business audiences-making complex concepts accessible, compelling, and actionable.

* A proactive, curious, and consultative approach with the ability to operate independently, think strategically, and influence without authority.

What's in it for you?

* Join an ambitious tech company reshaping the way people build digital…