Enterprise Customer Success Manager

Bynder • Boston, MA

20h • $92,000 - $122,000

About The Position

Bynder is seeking an experienced and highly motivated Enterprise Customer Success Manager with a strong background managing and growing relationships with strategic and high-profile customers using cloud-based marketing technology platforms. As an Enterprise Customer Success Manager, you will work closely with customers to ensure they are getting value and driving business outcomes by leveraging Bynder's solutions. This role requires a proactive, strategic approach to customer management, business acumen, technical aptitude, commercial skills, a deep understanding of the enterprise customer’s needs and challenges and a "deliver plus one" mindset to managing customers.

Requirements

• 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).

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees