Vice President, Customer Success EMEA

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 EMEA to deliver an exceptional customer experience, drive customer adoption, value and outcomes, retention and growth, and foster strong customer relationships across all customer segments.

What you will do:

• 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.

What you bring:

• 10+ years of experience in customer success or account management roles within a B2B SaaS company in first line leadership roles, managing both managers and individual contributors. Experience with enterprise marketing technologies is highly preferred
• Experience in scaling Customer Success teams and strategy for organizations growing from $100m+ revenue
• “Deliver plus one” mindset and approach where we can only succeed with happy and healthy customers and we have strong customer advocacy throughout the customer base
• Consultative and demonstrated ability to navigate the complexities and varying needs and expectations across company size, industries and lifecycles, with an emphasis on enterprise organizations
• Deep understanding of the enterprise sales cycle, organizational mapping and account profiling, customer journey and value drivers
• Proven track record of developing and implementing effective customer success strategies and programs and scaling customer success teams
• Commercial skills and experience in discovery, account profiling and planning, value realization, negotiations and objection handling to support CSM-driven renewals
• Strong analytical skills and data-driven approach to decision making to both demonstrate value to customers and to make evidence and data-informed decisions on strategy and approach
• Exceptional business acumen with strategic thinking, problem solving, and thought process to understand business situations and make sound decisions
• Strong leadership and people management skills with the ability to build and develop high-performing teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders and collaborate cross-functionally.

Why you'll love Bynder!

At Bynder, innovation is in our DNA. We've worked hard to build an environment that promotes creative thinking and self-initiative within a culture of fun. It’s common to find colleagues hanging out after work - if you believe in "be nice, work hard, have fun", you'll have an office full of friends.

What we have:

• Challenging and inspiring work environment
• Flat hierarchy where your voice will be truly heard
• An experienced team is ready to welcome you anytime
• Unlimited vacation policy
• Amazing office in the heart of Amsterdam and Rotterdam

Our Commitment:

Bynder Love is the principle that guides the way we grow our teams, support our employees, and celebrate our differences.  At Bynder we strive to create a culture that embraces every Byndie because differences in background, experience, and perspective make Bynder even better.  At Bynder a diverse, inclusive, and equitable workplace is one where all employees, whatever their ethnicity, color, sex, age, religion, disability, sexual orientation, gender identity, national origin, or physical and mental ability are valued and respected. Our commitment is for all Byndies to have the freedom to be their true authentic selves.

Just as we are never finished innovating, Bynder’s commitment to being An Even Better Bynder is a constant, evolving commitment that includes education, listening, and action.