customer support
Posted 21 hours agoCustomer Success Manager - Dedicated
at Contentful
Sydney, AustraliaOn-site
Responsibilities
- Proactively monitor and engage customers to drive increased value from Contentful’s platform
- 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
- 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 4+ years of
- Support broader CSM team as needed through various channels
Requirements
- Translate customer insights into actionable feedback for our product and go-to-market teams and follows up on progress and collaboration with PMs
- 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
- Experience in growing SaaS business in APJ is critical given the unique nature of the APJ dynamic and ecosystem
- 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
- Experience with content management systems is a bonus
- Working knowledge or fluency in a Southeast Asian language is considered an advantage for this role
- 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.