Product Manager
Papaya Global
Customer Success Manager
Contentful
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Work directly with Contentful customers in the EMEA region as a trusted advisor, partnering with sales, partner organization, and professional services
- Build and own relationships across a full book of business (~25–30 enterprise accounts)
- Monitor and guide new customers to ensure value expectations are aligned and achieved from the beginning
- Understand and advise customers’ priorities, capture and communicate KPIs and outcomes through a defined path to maturity and success
- Drive product adoption, customer satisfaction, and overall influence on customer health scores
- Lead effective and consistent customer Business Reviews based on customer business goals
- Flag and proactively mitigate risks within a book of business
- Drive and close renewal conversations for large strategic logos, including negotiating pricing and contract terms with procurement teams
- Close renewals on time and forecast them accurately to leadership weekly; create and drive customer close plans for renewal
- Translate customer insights into actionable feedback for product and go-to-market teams and follow up with PMs
- Prepare to travel ~25% annually for customer onsite meetings
Requirements
- College / University Degree is highly preferred
- 5+ years of experience in a customer-facing role with renewals experience; Renewals Management, Customer Success Management, or Key Account Management experience
- Excellent oral and written communication skills in English, as well as in either French or Italian
- Demonstrated success in meeting or exceeding sales or performance goals
- Ability to think strategically about a customer’s goals and drive renewal and expansion opportunities to close independently
- Excellent oral and written communication skills: shows excellence in previous customer and internal engagements
- Collaborate effectively with cross-functional teams, including sales, product, and support
- Ability to understand Contentful APIs, as well as the modern content management and digital experience stack
- Independently uses Contentful data tools to engage in meaningful, proactive customer discussions and in some instances, crafts custom queries and reports (in data tools)
- Well-developed attention to detail and organization skills ie: follow processes, updating the relevant systems diligently, and make suggestions on improvements where required
- Technical proficiency and a keen interest in technology. Ability to communicate high-level technical concepts to customers
- Demonstrate a commitment to prioritizing customer success and aligning it with company goals
Benefits
- Join an ambitious tech company reshaping the way people build digital experiences
- Full-time employees receive Stock Options for the opportunity to share in the success of our company
- Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family.
- We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, education days, compassion days for loss, and volunteer days
- Time off to care for and focus on your growing family
- Use your personal annual 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.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
renewals managementcustomer success managementkey account managementContentful APIsdata toolscustom queriesreportsstrategic thinkingsales performancecustomer health scores
Soft skills
communication skillscollaborationattention to detailorganizational skillscustomer success prioritizationrisk mitigationrelationship buildingnegotiationproblem-solvingstrategic advising
Certifications
College/University Degree
