Customer Success Manager

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 Customer Success Manager to manage, support and expand our client base as we continue to scale.

Responsibilities

As a Customer Success Manager, you will impact PhotoShelter by solving our customers’ basic and strategic challenges through onboarding and continued guidance. You will be responsible for understanding our customers’ needs and supporting the elevation of their visual asset workflows. You will:

• Deeply understand our Photographers and Brands products, how they work, and the multitude of ways our clients (professional photographers, graphic designers, & other artists) use the system.
• Be a customer advocate and trusted advisor.
• Communicate best practices to all customers and expedite successful outcomes.
• Understand, manage, and document customer health.
• Monitor usage and adoption.
• Build references and case studies.
• Help generate incremental account revenue from clients by upselling add-ons and identifying account expansion opportunities.
• Drive high response rate for NPS, utilizing data for customer experience improvement.
• Use Salesforce to execute and keep track of client interactions.
• Support migration for clients moving from their current system to PhotoShelter.
• Identify and communicate customer feedback to inform future product improvements.
• Take on and manage specific projects as delegated by manager.

Requirements

To achieve success, you will need:

• 2-3+ years of experience managing mid-market to enterprise level customers leveraging a true SaaS solution.
• A strong interest/understanding of digital photo technologies, software and workflows.
• To be highly organized and detail oriented, but able to move fast.
• To be customer-focused and a personable relationship builder.
• A focus on impact and demonstrated success exceeding goals.
• Experience in a client facing role with excellent customer service and problem-solving skills.
• Excellent interpersonal skills and ability to write/speak professionally and succinctly.
• The ability to listen, exhibit patience, and eloquently communicate difficult answers.
• The ability to work in a fast paced, dynamic, small company environment.

Nice, but not required:

• Experience with and PASSION for Photography.
• Familiarity with Zendesk, Salesforce and Zuora.
• A history or experience with PhotoShelter.

Benefits

We're offering:

• The ability to grow within a scaling team and develop rich experience in customer services/success/support change management & best practices.
• An inspired environment. Inc. Magazine named PhotoShelter one of the fastest growing companies in the US and we’ve been awarded one of the Best Places To Work in NYC by InternetWeek with special recognition for our employee happiness scores.
• Visual Media industry expertise through exposure to amazing photographers and videographers and new trends in the industry.
• Benefits. We offer the usual good stuff. Competitive annual salary, 401(k) with company match, insurance coverage (medical, dental and vision, life), generous PTO, and commuter benefits.
• Compensation range for this role is $55k - $65k annual base salary, plus commission incentive. Salary is determined based on factors such as experience, qualifications, and work location.

Our Commitment to Diversity, Equity & 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 team and hiring managers are mindful of the needs of our unique community, ensuring that our workplace is inclusive, welcoming and safe for all.