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Bynder · 3 weeks ago

Associate Customer Success Manager

Boston

Full-time

Onsite

Entry, Mid Level

$69K/yr - $85K/yr

1+ years exp

Bynder is an innovative company specializing in AI-powered digital asset management solutions. They are seeking an experienced Associate Customer Success Manager to manage customer relationships and ensure value realization through their platform, driving business outcomes and adoption of Bynder's solutions.

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

Culture & Values

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

Execute against the strategic success plan: Reinforce value realization goals and support account and success plan execution through proactive engagement, best practices, and ongoing guidance

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 as strategic opportunities arise, partnering with Strategic Account Managers, the Partner team, and a network of SI/technology partners

Develop strong account knowledge through diligent profiling and discovery, capturing customer strategic priorities, go-to-market, digital, content, and AI initiatives, financial context, and organizational needs with clear, consistent CRM documentation

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

Qualification

Customer success managementB2B SaaS experienceCloud-based marketing technologyTechnical aptitudeCRM systems familiarityAnalytical skillsCommunication skillsAI tools proficiencyInterpersonal skillsProblem-solvingTime-management skills

Required

1-3 years of experience in customer success, account management, or a sales-related field, managing and growing relationships with customers using cloud-based marketing technology platforms

1+ years experience B2B SaaS, ideally within the DAM or Martech industry, demonstrating technical aptitude and proficiency in the DAM ecosystem and its integration points (CMS, PIM, eCommerce, and Creative Tools)

Business acumen and commercial skills This includes successfully conducting effective discovery, managing customer objections, quantifying value and outcomes, commercial negotiations, and applying a strategic, creative mindset to develop effective solutions to complex account challenges

Proven experience managing a book of business at scale while building and maintaining multi-threaded relationships across customer organizations

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)