Digital Experience Strategist for Asia-Pacific Growth
1 week ago
The Senior Customer Success Manager will play a pivotal role in the Asia-Pacific region, working closely with Contentful customers to maximize value from our platform and deliver exceptional customer experiences. This position requires collaboration with various teams, including Sales, Product Partner Organization, and Professional Services, to drive customer success and retention.
Key Responsibilities
- Onboard new customers and lead cross-functional efforts with sales and professional services to ensure aligned expectations and successful outcomes.
- Advise customers on priorities with Contentful, capture and communicate KPIs and outcomes through a defined path to maturity and success.
- Proactively engage with customers to drive increased value from Contentful's platform.
- Foster relationships across a full book of business, embodying 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 them through the functionality.
- Nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals.
- Mitigate risks within a book of business.
- Translate customer insights into actionable feedback for our product and go-to-market teams.
Requirements and Qualifications
This role requires a minimum of 7 years of experience in customer-facing roles such as Customer Success Associate/Manager, Technical Account Manager, Solution Engineer, or similar, preferably in a SaaS organization. The ideal candidate must be a self-starter, able to navigate uncertain and matrixed environments, with experience growing SaaS businesses in APJ. Strong cross-functional participation and collaboration are essential, as is the ability to marshal resources internally to ensure customer success. A history of building alignment and relationships with technical and business users at both individual contributor and executive levels is also required.
What We Offer
- An estimated salary range of $120,000 - $180,000 per year, commensurate with experience.
- A comprehensive benefits package, including healthcare and time off programs.
- Full-time employees receive Stock Options for the opportunity to share in the success of our company.
- A personal 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 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.
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