Customer Success Manager at Black Duck Software, Inc. supporting enterprise software adoption and renewal targets using a digital - first engagement strategy.
About the role
- Customer Success Manager ensuring value realization for enterprise clients using Bynder's cloud-based solutions. Collaborates with stakeholders to drive business outcomes and enhance digital asset management.
Responsibilities
- Serve as the trusted advisor to Bynder customers, providing 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, representing customer feedback to inform the product roadmap.
- Accountable for driving industry-leading gross retention, net retention, and expansion in your book of business.
Requirements
- 5+ years of experience in customer success, account management, or a sales-related field, managing complex enterprise SaaS marketing technology accounts.
- 2+ years in enterprise SaaS within the DAM or Martech 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
- Proven experience managing a book of business at scale while 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 including strategy, proposal creation, and procurement engagement.
- Proven ability to build and manage an expansion pipeline and collaborate closely with an Account Manager to grow and expand accounts.
- Experience engaging with system integrators and tech partners to streamline execution, extend value, and accelerate driving outcomes.
- 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.
- Familiarity with CRM systems and customer success platforms (Salesforce and Catalyst is a plus).
Benefits
- Fun, casual work environment
- Unlimited vacation policy
- 100% Company-paid medical, dental, vision, and life coverage for you and your family
- 401(k) - dollar for dollar match up to 6%
- Commuter benefits
- Referral bonus plans
- Fully stocked kitchen
- Room to advance in a high-growth tech company
- Competitive compensation
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