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
Hybrid: You will be expected to work onsite in our Sydney office one to two days per week. ## What you need to be successful
4+ 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
Working knowledge or fluency in a Southeast Asian language is considered an advantage for this role
This position is not eligible for visa sponsorship. Applicants must be authorized to work without the need for visa sponsorship by the start date of employment. ## Who are we?
Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide. ## 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. 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 reach out to us at security-esk@contentful.comwith any information you may have.
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