Hybrid Customer Success Manager

at Bynder

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $95,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Boston, United States

About the role

• Customer Success Manager for Bynder overseeing customer success and engagement in Boston. Driving value and measurable business outcomes for clients by leveraging Bynder's solutions.

Responsibilities

• Serve as the trusted advisor to Bynder customers, providing direction, thought leadership, and best-practice guidance to align their business objectives with an evolving DAM deployment.
• Drive value and measurable business outcomes aligned to corporate strategic objectives, by ensuring customers realize value, achieve ROI, and deliver exceptional content experiences to user communities and the omnichannel.
• Increase adoption and consumption of Bynder's Solutions and integrations with upstream creative and downstream delivery systems.
• Own the strategic success plan: Set goals for value realization and develop and execute account/success plans to support those goals.
• Manage and own the renewal cycle end-to-end, including strategy, proposal creation, negotiation, and engagement with procurement, in collaboration with the Strategic Account Manager.
• Collaborate on account strategy for retention and growth with Strategic Account Managers, the Partner team, and a network of SI/technology partners.
• Conduct effective account profiling, discovery and business reviews to understand the customer's strategic priorities, go-to-market, digital, content and AI strategies, financial profile, latest news and organizational needs.
• Map and engage key stakeholders across the customer’s organization to align objectives, accelerate adoption, and build strong executive and functional champions.
• Keep customers informed on Bynder's latest innovations and proactively recommend how they can maximize value from the platform.
• Act as a liaison between the customer and the Product team, representing customer feedback to inform the product roadmap.
• Accountable for driving industry-leading gross retention, net retention, and expansion in your book of business.

Requirements

• 5+ years of experience in customer success, account management, or a sales-related field, managing complex enterprise SaaS marketing technology accounts.
• 2+ years in enterprise SaaS within the DAM or Martech industry, demonstrating technical aptitude and a deep working knowledge of the DAM ecosystem and its integration points (CMS, PIM, eCommerce, and Creative Tools).
• Exceptional business acumen and commercial skills. This includes successfully conducting effective discovery, managing complex customer objections, quantifying value and outcomes, commercial negotiations, and navigating strategic account roadblocks.
• Proven experience managing a book of business at scale while building influential relationships with multiple stakeholders at the Director, VP and C-level.
• Strong customer storytelling to demonstrate value, inspire stakeholders, and elevate strategic and executive-level conversations.
• Experience managing the end-to-end renewal cycle including strategy, proposal creation, and procurement engagement.
• Proven ability to build and manage an expansion pipeline and collaborate closely with an Account Manager to grow and expand accounts.
• Experience engaging with system integrators and tech partners to streamline execution, extend value and accelerate driving outcomes.
• Excellent communication, professionally assertive, interpersonal skills, and critical thinking for problem-solving, handling challenging situations, and influencing without direct authority.
• Highly motivated, passionate about learning, strong in conviction and thrives working cross-functionally and collaborating in a fast-paced team environment.
• Strong analytical skills and data-driven with experience leveraging customer data to inform decisions and strategies.
• Proficiency with AI tools and an understanding of AI's impact on the marketing industry.
• Strong time-management skills and the ability to juggle and prioritize multiple projects simultaneously.
• Familiarity with CRM systems and customer success platforms (Salesforce and Catalyst is a plus).

Benefits

• Fun, casual work environment
• Unlimited vacation policy
• 100% company paid medical plans available for you and family
• Competitive dental, vision and life coverage for you and family
• 401(k) - dollar for dollar match up to 6%
• Commuter benefits
• Referral bonus plans
• Fully stocked kitchen
• Room to advance in a high-growth tech company
• Competitive compensation