BERLIN, GERMANY

Customer Success Manager

Berlin overlook

THE ROLE

Given our strong focus on building genuine and successful long-term relationships with our clients, the Customer Success Manager plays a critical role as the direct owner of a portfolio of our Enterprise and Professional clients. The role will work as an extension of the client’s creative team and will be responsible for driving success for our clients throughout the customer journey.

The Customer Success Manager is to fully understand the image editing, retouching, and workflow needs of our Enterprise and Professional accounts (leading fashion brands, online retailers, and commercial photo studios) and clearly communicate their requirements to our production team to ensure consistent quality.

The Customer Success Manager plays a key role in our organization and will as part of the Customer Success Team work closely with and report to the COO. The role requires proven experience in driving success for Enterprise accounts within the fashion industry and ideally a management background in a studio or creative team.

TOP 4 JOB RESPONSIBILITIES

Enterprise Pilot Support
  • Support the Sales team during the pilot process by communicating directly with prospective clients to fully understand their retouching and workflow requirements
  • Responsible for the pilot results and for creating detailed sales presentations for the client
Client Onboarding
  • Serve as the technical point of contact for new Enterprise and Professional account setups
  • Lead the onboarding process by translating the client’s visual requirements to our production team and system, and handle client systems training
  • Hold regular client calls/in-person meetings, and manage resulting follow-up questions and communications
  • Manage challenging client situations with guidance from the COO and the Director of Customer Specialist Team
Creative Consulting
  • Create successful client relationships by developing effective visual strategies and workflows that achieve client goals
  • Proactively offer new and innovative ideas to the client to enhance their success and upsell services
Account Management
  • Build successful client relations and handle day to day operations
  • Continuously monitor and analyze the client usage of our services and enable an increased feature adoption to drive customer success

WHAT SUCCESS LOOKS LIKE

The Customer Success Manager is expected to collaborate with the Production, Sales, and Platform Teams to achieve the following objectives for the client portfolio:

  • Achieve ≥ 110% net revenue retention
  • Achieve ≥ 70 NPS score
  • Complete new client onboardings within 2 weeks

REQUIRED EXPERIENCE/SKILLS

  • 3+ years of client service/account management experience with leading brands or high profile accounts
  • Expert understanding of E-commerce
  • Flexibility to schedule meetings and calls around our clients’ schedules
  • Professional and polished
  • Ability to travel up to 20% and with short notice
  • Adobe Photoshop (Advanced level)