Manager of Customer Success, Bynder
US & APAC
More information about location
Office located in Fort Point, MA
Digital asset management platform
Open for applications
Digital asset management platform
501-1000 employees
Open for applications
More information about location
Office located in Fort Point, MA
501-1000 employees
Company mission
Bynder's mission is to inspire brands to thrive through exceptional content experiences.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
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
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 values
- Accountability - We are honest, reliable, and efficient, but we are not perfect. If we make a mistake, we will acknowledge it and make appropriate corrections.
- Growth - At Bynder, we're dedicated to helping creative marketers grow their brands. But, it is also our mission to grow our own brand, improve our performance, and strive to become the best we can be—as individuals and as an organization—by supporting and championing one another.
- Unity - Our teams win and lose together. We all work towards the same goals, and we include all stakeholders in important conversations as we actively seek to eliminate silos.
- Innovation - Byndies are always eager to innovate. We encourage new ideas in all job fields and put a strong focus on cross-cultural and cross-functional collaboration: the insights we share allow us to continuously improve our products, services, and processes.
Company HQ
Leidseplein, Amsterdam, Netherlands
Articles
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.
Salary benchmarks
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