Customer Success Manager

• Own customer relationships and success: Manage a dedicated portfolio of Mid-Market customers, building trusted relationships with key stakeholders and understanding their objectives, challenges, and priorities
• Drive adoption and customer value: Develop and execute success plans that deliver measurable outcomes and feature adoption, supported by tailored training, webinars, and masterclasses
• Drive retention and renewals: Monitor account health, identify risks, build mitigation plans, and lead renewals with internal stakeholders
• Drive expansion and revenue growth: Identify and manage upsell and cross-sell opportunities by uncovering new use cases and aligning Bynder solutions with customer goals
• Lead strategic customer conversations: Run business reviews and value discussions that demonstrate ROI, challenge assumptions, and align on future priorities
• Be the voice of the customer: Share customer feedback and requirements with Product and internal teams to improve the product and customer experience
• Collaborate cross-functionally: Work with Sales, Strategic Account Management, Support, Onboarding, Solutions, Finance, Legal, and Product to resolve challenges, manage escalations, and deliver a consistent customer experience
• Use data to improve continuously: Analyze health, adoption, engagement, and commercial signals to prioritize your work and guide account strategy. Use AI and Customer Success tools to work efficiently, keep customer data and follow-ups up to date, and improve team processes

Benefits

• Hybrid, remote & flexible options
• Travel allowance
• Unlimited holidays
• Comprehensive health plans
• Pension/401(k)
• Generous parental and family leave
• 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
• Leadership academy
• StrengthsFinder assessment
• Access to LinkedIn Learning
• Mentorship program, as well as summer & winter school workshops
• Feedback culture, role scorecards and OKRs

• Takes ownership of customer outcomes and drives issues through to resolution
• Is highly organized, with strong time-management skills and the ability to prioritize across a dedicated portfolio
• Is comfortable with technology, data, and AI tools, and uses them to work efficiently and engage customers
• Combines strong relationship management and strategic thinking with a commercial edge
• Is confident engaging both day-to-day contacts and senior decision-makers
• Is self-motivated and eager to learn in a fast-paced SaaS environment
• Is intellectually curious, with a challenger mindset, and spots growth opportunities independently and proactively
• Enjoys collaborating across teams, sharing knowledge, and contributing to collective goals
• Intellectual curiosity and a challenger mindset: you question assumptions and turn customer objectives into success plans with measurable outcomes
• A proven track record of building strong customer relationships and driving adoption, retention, and advocacy across a Mid-Market portfolio
• An affinity for technology and the ability to quickly learn new products and translate their value to customers
• Strong organization and prioritization skills to manage a dedicated portfolio in a fast-paced environment
• Strong stakeholder management and storytelling skills, with the confidence to challenge and influence senior decision-makers (Director and VP level)
• A collaborative mindset and the ability to work effectively across teams
• Excellent communication and presentation skills, with experience leading business reviews and managing renewals
• Strong business acumen and commercial mindset: you run effective discovery, quantify value, handle objections, and develop expansion opportunities with Account Managers
• Fluent in French and English (mandatory)
• Experience using AI tools to boost productivity and customer engagement
• Strong analytical and problem-solving skills, using customer data to identify risks and opportunities and drive issues to resolution
• 3+ years in a customer-facing role (Customer Success, Account Management, Sales, or similar) within B2B SaaS
• Proficiency in Salesforce, Microsoft Office, and Google Workspace; experience with Customer Success tools such as Planhat
• Experience with Digital Asset Management (DAM) or MarTech platforms and their integration points (CMS, PIM, eCommerce, creative tools)
• Experience working with system integrators and technology partners to extend value for customers