Manager, Customer Success Us

hace 1 mes


Madrid, España Meetfrank A tiempo completo

.Bynder goes far beyond managing digital assets. Our digital asset management platform enables teams to conquer the chaos of proliferating content, touchpoints, and relationships in order to thrive.With powerful and intuitive solutions that embrace the way people want to work, and a richly integrated ecosystem, we are the brand ally that unifies and transforms the creation and sharing of assets, inspiring teams, delighting customers, and elevating businesses.Our 500+ employees, known as 'Byndies', together constitute the world's most extensive pool of digital asset management expertise. We enable more than 1.7M users across more than 3,700 organizations, including Spotify, Puma, Five Guys, and Icelandair.Founded in 2013, we have eight offices around the globe, including the Netherlands, USA, Spain, UK, Australia, and UAE. For more information, visit www.Bynder.Com .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 understands the importance of the customer experience and is data and process-driven. 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 are 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


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