Manager of Customer Success
PhotoShelter, United States
Job Description
PhotoShelter is a leader in visual media technology that helps photographers and creative teams work effortlessly and engage audiences instantly - all while maintaining the integrity of their content. Across our platform of SaaS products, we manage over 750 million visual assets for 80,000 professional photographers and over 1,200 large brands, including universities, pro sports teams, corporate and consumer brands, and leading nonprofits. We were built by and for creative people, and we’re committed to celebrating and supporting creative work. We’re seeking an empathic and strategic Manager of Customer Success to manage, support and expand our client base and Customer Success team as we continue to scale. This role is located at our New York City headquarters.
The Manager of Customer Success is responsible for leading a high-performing team of CSMs focused on delighting our customers and driving their success. This role reports to the Director of Customer Success and Technical Support. You'll impact PhotoShelter by solving our customers' basic amp; strategic challenges. You will:
- Deeply understand our Photographers and Brands products, how they work, and the multitude of ways our clients (professional photographers, graphic designers, amp; other artists) use the system.
- Lead, coach and empower the Customer Success team to be successful in their roles. Conduct regular account review meetings with CSM's and regular one-on-ones to discuss growth.
- Manage a book of enterprise accounts.
- Build tools and processes needed to support our goals and team’s engagement with customers.
- Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities.
- Work closely with Marketing to drive strategic campaigns that engage our customers.
- Coach team on customer success best practices.
- Collaborate with cross-functional teams to ensure a seamless experience for our customers.
- Be the first point of escalation for your team and customers.
- Work with Product to prioritize customer features and requests.
- Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management.
This role can be located in: New York City (HQ - Hybrid); Tristate area (Hybrid); Alabama (Remote); California (Remote); Florida (Remote); Michigan (Remote); North Carolina (Remote); Oregon (Remote); Pennsylvania (Remote); Texas (Remote); Virginia (Remote); Washington State (Remote)
Compensation range for this role is $90k - $100k annual salary (commensurate with experience), plus variable pay incentives.
Requirements
To achieve success we feel you will need:
- Excellent communication, writing, and problem-solving skills.
- People manager at heart - you love mentoring, leading and contributing to the professional development of those around you.
- 4+ years Customer Success or Account Management experience.
- Strong collaboration, time-management, motivating and prioritization skills are critical to the success of this role.
- The ability to build and maintain relationships internally and with customers.
- Excellent listening, presentation and communication skills at all business levels.
- The ability to partner with customers in developing their strategic direction.
- Technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable ROI.
Nice, but not required:
- Experience with and PASSION for Photography.
- Familiarity with Zendesk and JIRA.
- A working knowledge of HTML.
- Experience with and a knack for helping frustrated customers.
- A history or experience with PhotoShelter? Awesome!
Our Commitment to Diversity, Equity amp; Inclusion:
The team at PhotoShelter has a set of foundational values among them are we operate with heart and our integrity drives everything. As these values guide our company, PhotoShelter is committed to maintaining a welcoming and respectful workplace that celebrates each employee’s unique identity. We recognize that diverse viewpoints and experiences are essential to the success of our team. Alongside our commitment to photographers and creative teams, we in turn ensure that team members from all backgrounds are supported to grow creatively and professionally in their careers at PhotoShelter.We’re proud to be an equal opportunity employer, and are committed to providing all employees with a work environment that celebrates individuality and remains free from any form of discrimination and harassment.It’s not about our bottom line, it’s about the core values that drive us forward. Our management