Manager, Customer Success

Bynder•Boston, MA

7d•Hybrid

About The Position

Bynder goes far beyond managing digital assets. Our AI-powered digital asset management platform enables teams to conquer the chaos of proliferating content, touch points, and relationships in order to thrive. With intuitive, AI-powered solutions that enhance content creation, simplify asset discovery, and maximize the value of every asset, we are the brand ally that unifies and transforms the creation and sharing of assets—inspiring teams, delighting customers, and elevating businesses. Join our global team of 600+ ‘Byndies’ and contribute to shaping the future of digital asset management! As a leader in the industry, our AI capabilities empower over 1.4M users across 3,700+ organizations, including Spotify, Puma, Five Guys and Icelandair to work smarter with their content. With a commitment to innovation and a presence in seven offices worldwide, Bynder offers a dynamic environment where you can make a real impact. Ready to grow your career by helping the world's leading brands create exceptional content experiences and thrive? Explore this opportunity and apply now to join our talented team. Bynder is seeking a highly commercial, customer-obsessed Manager of Customer Success to lead a team of Mid-Market CSMs. This transformative leader will be deeply involved in customer strategy, value realization, and driving outcomes that tie directly to customers’ strategic priorities. You will bring strong commercial skills, business acumen and technical skills to the team. You are hands-on and go into depth on inspection, coaching, and enablement skills, ensuring the team consistently delivers business outcomes to drive value, retention and growth in the customer base. The ideal candidate has a background as Manager of Customer Success, Account Management, or Sales having previously done the role as an individual contributor, thrives on customer-facing conversations, and is passionate about helping customers achieve measurable business impact. You are both hands-on and strategic, getting into the details of accounts, renewals, success plans, and customer outcomes while developing the team to build a high-performance culture and deliver exceptional value. Leading in a high growth, transformative company is exciting to you and building while executing is a familiar motion where you thrive. DAM or broader Martech experience is strongly preferred.

Requirements

8+ years in Customer Success, Account Management, Sales, or similar customer-facing and revenue-generating SaaS roles.
3+ years of people leadership experience with a track record coaching teams in customer value, business outcomes, commercial conversations, and influencing senior stakeholders.
Experience in DAM, Martech, or a related content/marketing technology ecosystem.
Proven ability to tie product capabilities to customer strategic goals and articulate value in clear, outcome-driven terms.
Strong commercial acumen, including renewal strategy, objection handling, negotiation, and guiding expansion opportunities.
Experience serving a high volume of customers with considerable ARR, either as a CSM or Manager, and a strong understanding of how to scale activities to provide an optimal customer experience that retains and grows revenue.
Hands-on leadership style, comfortable joining customer calls, reviewing success plans, and diagnosing challenges with the team.
Strong analytical and critical-thinking skills with experience interpreting customer data to drive action and measure outcomes.
Excellent communication and storytelling skills, with the ability to elevate value conversations to executive levels.
High level of initiative, collaboration, and resilience in a fast-paced environment.
Experience with Salesforce, Catalyst, or similar CS tools is a plus.

Responsibilities

Lead, Coach & Develop a High-Performing Team
Lead and mentor a team of Mid-Market CSMs to deliver strong customer outcomes, aligned to each customer’s business objectives and success metrics.
Provide hands-on coaching focusing on discovery, objection handling, customer value articulation, commercial confidence, negotiation, and executive engagement.
Blend high-touch, personalized engagement with scalable, tech-enabled solutions to support a high volume of accounts which also require strategic engagement at key parts in the customer journey.
Build and deliver ongoing enablement, skill-building, and role-play sessions supported by real-time feedback loops to strengthen CSM capabilities, reinforce value- and outcome-driven behaviors, and ensure high-quality execution that elevates team performance and accelerates customer value.
Build accountability through regular inspection of success plans, adoption strategies, value frameworks, and customer health.
Support CSMs with strategic decision-making, escalations, and preparing for renewal and expansion conversations.
Drive Customer Value, Outcomes & Business Impact
Ensure customers are achieving measurable value, realizing ROI, and advancing content and marketing objectives through their Bynder deployment.
Partner with CSMs to develop and execute customer success plans aligned to customer KPIs, corporate goals, and long-term growth strategies.
Engage directly with customers as needed for business reviews, outcome discussions, renewal and contract negotiations, value storytelling, stakeholder alignment, and executive interactions.
Guide the team on uncovering value drivers, quantifying impact, addressing adoption gaps, and positioning Bynder as a strategic partner.
Commercial Ownership & Strategic Execution
Oversee retention and renewal strategies, ensuring CSMs are commercially confident and prepared for negotiation and value-based selling.
Leadership alignment with Director, Senior Director, and VP on commercial strategies, especially for key accounts
Inspect renewal forecasts, pipeline activity, and account risks to ensure accuracy and proactive action. Lead necessary meetings to represent risk and expansion impact. Familiarity with RFPs encouraged.
Partner cross-functionally with Sales, Product, Support, CX, and Onboarding to remove blockers and strengthen customer outcomes.
Represent the voice of the customer internally to help shape product and roadmap priorities tied to customer value.
DAM & Martech Expertise
Help customers and CSMs understand how DAM and Martech ecosystems, along with emerging AI capabilities, connect to broader content, marketing, and digital transformation goals.
Encourage strategic use of integrations and workflows that extend value across creative, CMS, PIM, eCommerce, and delivery systems.

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
Commuter benefits
Referral bonus plans
Office in Fort Point, near the burgeoning Seaport District
A light-hearted and fun work environment

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