Senior Customer Success Manager

About the role

As a Senior Customer Success Manager for the DACH region, you'll serve as a trusted advisor to 20-30 enterprise accounts, helping Contentful customers maximize platform value while driving retention and growth. You'll manage the full customer lifecycle from onboarding through renewals, working closely with sales, partner, and product teams.

What you'll do

• Build and maintain relationships with 20-30 enterprise accounts as their trusted advisor
• Monitor new customer onboarding to ensure value expectations are aligned and achieved
• Drive product adoption, customer satisfaction, and influence customer health scores
• Lead customer Business Reviews based on defined business goals and success metrics
• Proactively identify and mitigate risks within your book of business
• Drive renewal conversations and negotiate pricing with Fortune top 20 procurement teams
• Manage renewal forecasting and close plans to ensure on-time completion
• Translate customer insights into actionable feedback for product and go-to-market teams
• Travel approximately 25% annually for customer onsite meetings

What you'll need

• College or University degree strongly preferred
• 7+ years of customer-facing experience with renewals, Customer Success, or Key Account Management
• Excellent written and verbal communication in English and German
• Proven track record of meeting or exceeding sales and performance goals
• Strategic thinking ability to drive renewal and expansion opportunities independently
• Understanding of Contentful APIs and modern content management technology stack
• Technical proficiency to communicate high-level concepts and demo SaaS platforms
• Strong attention to detail and organizational skills with process adherence
• Ability to collaborate effectively across sales, product, and support teams

What they offer

• Stock options for full-time employees
• Fertility and family building benefits with lifetime reimbursable wallet
• Generous paid time off including vacation, sick, education, and volunteer days
• Annual education budget for skills development
• Annual wellbeing stipend for physical, financial, or emotional health
• Monthly communication stipend and office equipment allowance for hybrid workers