Customer Success Manager

Company Overview

Captura is a workflow and e-commerce software provider built for professional photographers, uniting industry-leading products and expertise from Fotomerchant, ImageQuix, Photolynx, Skylab, Studio Ninja, and Capturelife. With a focus on delivering customer-centric tools that simplify processes and increase efficiency, Captura is dedicated to helping photographers make more revenue, time, and opportunity through innovative technology solutions.

Working for Captura means being a part of an innovative, dedicated, and fast-growing global team where the opportunity for impact, career growth, and learning are embedded in our culture. We are excited to come to work every day and seek team members who are enthusiastic, value collaboration, have ideas to share, and want to continuously grow with our customers.

Position Summary

As a Customer Success Manager, you will act as our customers’ trusted advisor and advocate inside the business. With a focus on driving increased product adoption and revenue retention, you will work with our largest partners to proactively identify solutions for workflow efficiency, revenue opportunities and financial reporting needs.

This role requires leadership, time-management, and communication skills. You will work to ensure the satisfaction of customers and act as a guide for other employees looking for direction when your customers are in need of support or services from other teams within the company. Your passion and understanding of how to provide customers with the best experience possible will allow you to encourage positive interactions with our users and encourage the rest of the team to do the same. As a CSM, you will deliver regular business performance reports for customers and serve as the point of contact for product needs, education and commerce performance. You will leverage various internal experts, from Technical Success to B2C Marketing to optimize their business abilities for acquisition and drive product advocacy.

Responsibilities:

• Establish and maintain customer relationships emphasizing a “customer first” and hospitality driven mindset.
• Act as a trusted advisor with an assigned portfolio of 25-30 key accounts for $5M ARR
• Customer advocate internally and liaison with Product, Technical Success & B2C Marketing
• Forecast and manage key account metrics (e.g. quarterly/annual retention and growth results vs. expectation) and clearly communicate progress to executive stakeholders
• Assist with creating and presenting financial performance deliverables that communicate product value and opportunities for new business growth.
• Inspire confidence from customers by setting direction and communicating upcoming features/ enhancements.
• Drive customer health, retention and revenue through product adoption and overall usage.
• Develop relationships across the entire organization to advocate for the best customer experience possible.
• Craft effective strategies for customer retention, identifying cross-sell opportunities to support growth and renewals with your Sales Partner towards
• Be the technical advocate, while understanding how to leverage internal “expert” resources when required.
• Manage customer escalations to drive a seamless customer experience by working cross-functionally with our product and support team.
• Foster a client-centric team environment that advocates for the customer and the company’s goals
• Ensure customers get fast time-to-value and are engaged with both the product and our team
• Ability to communicate and challenge narratives through story-telling of product usage and key metrics.

Requirements:

• Motivated by a fast, high-growth SaaS environment with ability to create change.
• Bachelor's degree required, preferably in Marketing, Business, Communications or related field
• At least 1-2 years experience as CSA, CSM, or Account Manager preferably in a SAAS business model
• Experience improving customer experience and driving increased customer retention and growth in a SaaS environment.
• Demonstrated ability to communicate, present, and influence all organizational levels within your account, including executive stakeholders.
• Ability to work proactively and constructively in a fast-paced, collaborative, team environment
• Curiosity for data driven initiatives to support entire business change.
• Knowledge of Ecommerce and Email/SMS marketing best practices.
• Customer service focused with a team-first mindset.
• Business-minded, with a passion for data visualization and storytelling.
• Highly motivated self-starter with a positive work ethic
• Proficiency in MS Office Suite (Word, Excel, etc.), Salesforce, JIRA and Tableau.

Salary: $80,000 Bonus plan