Enterprise Customer Success Manager

Role Overview

• 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.

Requirements

• 7+ years of experience in customer success, account management, or a sales-related field
• 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
• 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
• 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

• Competitive compensation
• 401(k)
• dollar for dollar match up to 6%
• 100% Company-paid medical, dental, vision, and life coverage for you and your family
• Unlimited vacation policy
• Room to advance in a high-growth tech company
• Referral bonus plans
• A light-hearted and fun work environment