Enterprise Customer Success Manager

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 Mar Tech 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)

• 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 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
• 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