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Bynder · 1 month ago

Enterprise Customer Success Manager

Boston

Full-time

Onsite

Senior Level

$115K/yr - $116K/yr

7+ years exp

Bynder is a leader in digital asset management, seeking an experienced Enterprise Customer Success Manager to manage and grow relationships with strategic customers. This role focuses on ensuring customers derive value from Bynder's solutions, driving business outcomes, and maintaining high retention rates.

Artificial Intelligence (AI)Asset ManagementBrand MarketingDigital MarketingDocument ManagementFile SharingMarketing AutomationSaaS

Culture & Values

Responsibilities

Serve as the trusted advisor to Bynder customers, providing strategic 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, strategically representing customer feedback to inform the product roadmap

Accountable for driving industry-leading gross retention, net retention, and expansion in your book of business

Qualification

Customer success managementEnterprise SaaS experienceTechnical aptitudeAccount managementCRM systems proficiencyAI tools proficiencyCommunication skillsInterpersonal skillsCritical thinkingTime-management skills

Required

7+ years of experience in customer success, account management, or a sales-related field, managing complex enterprise SaaS marketing technology accounts

5+ 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 high-value, complex customer deployments and 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 for high-value accounts, including strategy, proposal creation, and procurement engagement

Strong understanding of the enterprise environment, with the ability to communicate value at different organizational levels, navigate complex structures, and build strong internal champions and executive relationships

Proven ability to build and manage an expansion pipeline and collaborate closely with an Account Manager to grow and expand high-value 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)