Vice President of Customer Success, Bynder
EMEA
Digital asset management platform
Be an early applicant
Digital asset management platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
Bynder's mission is to inspire brands to thrive through exceptional content experiences.
Role
Who you are
- 10+ years of experience in customer success or account management roles within a B2B SaaS company in first line leadership roles, managing both managers and individual contributors. Experience with enterprise marketing technologies is highly preferred
- Experience in scaling Customer Success teams and strategy for organizations growing from $100m+ revenue
- “Deliver plus one” mindset and approach where we can only succeed with happy and healthy customers and we have strong customer advocacy throughout the customer base
- Consultative and demonstrated ability to navigate the complexities and varying needs and expectations across company size, industries and lifecycles, with an emphasis on enterprise organizations
- Deep understanding of the enterprise sales cycle, organizational mapping and account profiling, customer journey and value drivers
- Proven track record of developing and implementing effective customer success strategies and programs and scaling customer success teams
- Commercial skills and experience in discovery, account profiling and planning, value realization, negotiations and objection handling to support CSM-driven renewals
- Strong analytical skills and data-driven approach to decision making to both demonstrate value to customers and to make evidence and data-informed decisions on strategy and approach
- Exceptional business acumen with strategic thinking, problem solving, and thought process to understand business situations and make sound decisions
- Strong leadership and people management skills with the ability to build and develop high-performing teams
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders and collaborate cross-functionally
What the job involves
- The Vice President of Customer Success is responsible for developing, implementing, and managing a world-class customer value lifecycle strategy aligned with Bynder’s overall business objectives
- This role will lead a high-performing team in the EMEA to deliver an exceptional customer experience, drive customer adoption, value and outcomes, retention and growth, and foster strong customer relationships across all customer segments
- Develop, implement and manage a customer success strategy that supports Bynder’s growth objectives and aligns with overall business goals across enterprise, mid-market and SMB segments, with an emphasis on our enterprise customer base
- Lead a high-performing customer success team responsible for driving customer adoption, value, outcomes, retention/renewals, growth and advocacy
- Experience hiring, developing talent, scaling teams and implementing standards, processes and best practices that support a growing team
- Develop world-class retention programs that includes executive alignment and drives value and outcomes to drive to a 95%+ gross retention rate and partner with sales to deliver 110%+ net retention
- Foster strong executive-level relationships with key decision-makers at enterprise accounts
- 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
- Analyze customer feedback, data and insights to identify patterns and trends in customer behavior to identify and take action on opportunities for improvement
- Collaborate with the Scaled Customer Experience team to help optimize the scaled customer success journey, automate outreach, increase operational efficiency, and reduce costs
- Develop a CSM enablement program to drive world-class net and gross retention that focuses on CSM skill sets with specific attention on the segments they manage and the continuously evolving dynamics of the economy that require new skills
- 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
- Prepare and present reports to executives and stakeholders on KPIs, trends, customer success initiatives and their impact on the business
- Be an evangelist of Bynder to our customers
Our take
With an increased demand for content that is agreeable, personalised, and brand consistent, the digital asset management industry is growing fast, and Bynder is keen to cement its place as a key player.
As a scalable SaaS solution which is recognized for its innate user experience, Bynder is aimed at brand-forward companies seeking a user friendly digital asset management (DAM) solution that they can utilise quickly. These companies increasingly deem DAM as necessary for a customised customer experience, and to free up time for wider strategic business initiatives, and so this presents a great growth opportunity for Bynder.
The company has built on its foundation of an innate user interface, as well as strong portal and swift deployment capacity, by expanding its partner ecosystem and integration capabilities. Serving over a million users across thousands of organizations, including the likes of Spotify, Puma, and Icelandair, the appeal of Bynder's solution is clear. In 2022, it was announced the company would be purchased by private equity firm THL, a move which will enable it to accelerate growth and "help even more brands deliver exceptional content experiences."
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (1 round)
Aug 2016
$22.2m
SERIES A
Total funding: $22.2m
Company benefits
- Hybrid, remote & flexible options
- Bynder clubhouses - a safe space to create and maintain a strong sense of togetherness, foster innovation, and enjoy focus time when things get hectic at home
- Comprehensive health plans
- Unlimited holidays
- Generous parental and family leave
- Travel allowance
- Pension/401(k)
- Leadership academy
- StrengthsFinder assessment
- Access to LinkedIn Learning
- Mentorship program, as well as summer & winter school workshops
- Feedback culture, role scorecards and OKRs
Company HQ
Leidseplein, Amsterdam, Netherlands
Leadership
Chris Hall
(Chairman of the Board)Previously founded Label A and co-owned i-Concept. Left his role as CEO of Bynder to become Chairman in July 2020.
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