Manager, Customer Success US & APAC

Job Description:  

The Manager of Customer Success is responsible for leading Customer Success Managers who work with our smaller mid-market and SMB accounts, as well as our pooled SMB team, the Bynder Success Squad.  This role will lead a high performing team to deliver exceptional customer experiences, drive customer adoption, value and outcomes, retention and growth, and foster strong customer relationships.  

We are seeking a candidate with strong commercial experience and business acumen who both understands the importance of the customer experience and is data and process. This person must be data and process-driven to scale operations and improve efficiency, while maintaining a personal, consultative customer experience that drives value and business outcomes.

What you'll do: 

• Lead a high performing team of Customer Success Managers who work with our mid-market and SMB customer base and responsible for driving customer adoption, value, outcomes, retention/renewals, growth and advocacy.
• Manage day-to-day operations of your team including: maintaining an accurate forecast of renewals and pipeline of upsells, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle.
• Hire, train, develop, and retain talented and engaged Customer Success Managers; coach and mentor, evaluate job performance, provide meaningful, timely feedback, and appropriately address performance issues.
• Measure the effectiveness of customer success initiatives by tracking key metrics, such as net retention, gross retention / churn, logo retention, expansion, customer adoption and value realization and NPS and develop strategies to optimize KPIs.
• Collaborate with the Scaled Customer Experience team to help optimize the scaled customer success journey, automate outreach and enforce processes to increase operational efficiency.
• Drive continuous improvements with ongoing measurement and evaluation of the effectiveness of current processes, tools and programs, both in their impact to key metrics like net, gross and logo retention as well as impact to our ability to scale and drive efficiencies.
• Analyze customer feedback, data and insights to identify patterns and trends in customer behavior to identify and take action on opportunities for improvement..
• Work cross-functionally with the sales team, product team, marketing team and revenue operations team to align on strategies to drive customer retention and growth and to ensure an exceptional customer experience.
• Identify and address customer pain points, proactively resolving issues and escalating as needed.
• Focus on continuously identifying ways to mitigate risk that threatens customer growth, satisfaction, or retention.
• Be an evangelist of Bynder to our customers.

What you bring: 

• 8+ years of customer success experience.
• 3+ years management experience, preferably within a customer success organization or comparable customer-facing roles, in a high growth technology company.
• Experience developing a one-to-many strategy and implementing processes to drive scale and efficiency
• Strong consultative skill set and communication skills, with the demonstrated ability to influence customer and internal stakeholders.
• Excellent leadership, organizational, problem-solving, and decision-making skills
• Exemplary analytical skills to help use of data to help drive adoption, find opportunities and risks
• Excellent organizational, prioritization, and time management skills
• Experience with other DAM technologies a plus
• Experience with Salesforce and Catalyst a plus

Why you'll love Bynder!

At Bynder, innovation is in our DNA. We've worked hard to build an environment that promotes creative thinking and self-initiative within a culture of fun. 

Our beautiful new office in Fort Point, near the burgeoning Seaport District, is open for business but we don’t believe Byndies must be in the office to crush their goals. A hybrid approach creates the best balance. If Byndies feel they are more productive in their home office, they can choose to work in that environment- in the office or in a combination of the two. 

What we bring:

• 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
• Flexible 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

Our Commitment:

Bynder Love is the principle that guides the way we grow our teams, support our employees, and celebrate our differences.  At Bynder we strive to create a culture that embraces every Byndie because differences in background, experience, and perspective makes Bynder even better.  At Bynder a diverse, inclusive, and equitable workplace is one where all employees, whatever their ethnicity, color, sex, age, religion, disability, sexual orientation, gender identity, national origin or physical and mental ability are valued and respected. Our commitment is for all Byndies to have the freedom to be their true authentic selves.

Just as we are never finished innovating, Bynder’s dedication to being An Even Better Bynder is a constant, evolving commitment that includes education, listening, and action.

All your information will be kept confidential according to EEO guidelines. Equal opportunity employer, M/F/D/V