Vice President, Customer Success, US & APAC

at  Bynder

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.
The Vice President of Customer Success is responsible for developing, implementing, and managing a world-class customer value lifecycle strategy aligned with Bynder’s overall business objectives. This role will lead a high-performing team in the US and APAC to deliver an exceptional customer experience, drive customer adoption, value and outcomes, retention and growth, and foster strong customer relationships across all customer segments.

• Develop, implement and manage a customer success strategy that supports Bynder’s growth objectives and aligns with overall business goals across enterprise, mid-market and SMB segments, with an emphasis on our enterprise customer base.
• Lead a high-performing customer success team responsible for driving customer adoption, value, outcomes, retention/renewals, growth and advocacy.
• Experience hiring, developing talent, scaling teams and implementing standards, processes and best practices that support a growing team.
• Develop world-class retention programs that includes executive alignment and drives value and outcomes to drive to a 95%+ gross retention rate and partner with sales to deliver 110%+ net retention.
• Foster strong executive-level relationships with key decision-makers at enterprise accounts.
• 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.
• Analyze customer feedback, data and insights to identify patterns and trends in customer behavior to identify and take action on opportunities for improvement.
• Collaborate with the Scaled Customer Experience team to help optimize the scaled customer success journey, automate outreach, increase operational efficiency, and reduce costs.
• Develop a CSM enablement program to drive world-class net and gross retention that focuses on CSM skill sets with specific attention on the segments they manage and the continuously evolving dynamics of the economy that require new skills.
• Work cross-functionally with the sales team, product team, marketing team and revenue operations team to align on strategies to drive customer retention and growth and to ensure an exceptional customer experience.
• Identify and address customer pain points, proactively resolving issues and escalating as needed.
• Prepare and present reports to executives and stakeholders on KPIs, trends, customer success initiatives and their impact on the business.
• Be an evangelist of Bynder to our customers.