Overview

We're looking for a strategic and hands-on Director of Customer Success (f/m/d) to lead our European team through the next phase of growth and customer excellence. As Director of Customer Success - Europe, you'll serve as the regional leader of our Customer Success function, owning the retention number for Europe and overseeing a high-performing team of ~20 Customer Success Managers (CSMs) and 2-3 direct-report managers. You'll act as the right hand to our VP of Customer Success in the US, taking the lead on execution, escalation management, and strategy development across the region. This is a strategic and operational leadership role where you'll be deeply involved in developing regional success plans, coaching your leaders and CSMs, building customer relationships, and partnering cross-functionally to ensure customer satisfaction, growth, and retention.

Responsibilities

• Regional Leadership: Lead the European Customer Success team (~25 team members), including direct oversight of 2-3 Customer Success Managers (CSM), Team Leads, or Managers.
• Own Retention Metrics: Drive and be accountable for customer retention and net revenue retention (NRR) across the European region. Manage a tight forecasting process and present to Senior Leadership.
• Strategic Execution: Partner with the VP of Customer Success and other global CS and Sales leaders to define and implement regional strategy and goals.
• Customer Advocacy & Escalation Point: Serve as a trusted escalation point for high-impact customer issues and strategic accounts.
• Customer Relationships: Build relationships with key enterprise customers and partners in the region to understand their needs, drive adoption, and identify expansion opportunities.
• Team Development: Mentor and grow a high-performing, customer-obsessed team; support CSMs in managing their ~25-account portfolios of enterprise clients.

Qualifications

• Proven experience (7+ years) in customer success or account management leadership roles or senior customer success roles at manager or director level, preferably in a B2B technology or SaaS company, focusing on enterprise accounts.
• 3+ years of people leadership experience, including managing managers and/or regional teams.
• Proven success managing enterprise accounts and driving customer retention and expansion.
• Strong strategic thinking with hands-on execution capability.
• Excellent interpersonal and communication skills; comfortable being a visible leader internally and externally.
• Experience navigating complex customer environments and acting as a senior escalation point.
• Ability to work cross-functionally in a global organization, with strong stakeholder management skills.
• Based in Europe, with willingness to travel as needed within the region.
• Bachelor's degree in a relevant field (Business, Computer Science, or similar). An MBA or advanced degree is a plus.

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.

Commitment to Inclusion

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. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical dis&dis;ability, or length of time spent unemployed. We invite you to apply and join us!

Benefits & Perks

• 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 with generous paid time off: vacation, sick, education days, compassion days, and volunteer days.
• Time off to care for and focus on your growing family.
• Personal annual education budget to improve skills and grow in your career.
• Virtual and in-person events, including workshops and guest speakers for learning and networking.
• Annual wellbeing stipend to care for physical, financial, or emotional health.
• Monthly communication phone/internet stipend and phone hardware upgrade reimbursement.
• New hire office equipment stipend for hybrid or distributed employees.