Director of Scaled Customer Experience

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 Director of Scaled Customer Experience is responsible for leading and developing an omni-channel strategy to drive customer adoption, value and outcomes, retention, and expansion at scale, leveraging technology and processes.
The ideal candidate will have a proven track record of scaling operations and delivering an excellent customer experience.
This role will report to the Chief Customer Officer.
What you'll do: Develop and implement a comprehensive scaled customer success strategy that leverages multiple channels, including but not limited to Community, in-app messaging, emails, 1:many workshops, webinars, knowledge base and rich educational content Oversee Bynder's Community to drive a funnel of engagement, including registrations, recurring active users, and user contributions, with a focus on customer-to-customer interactions Oversee Bynder's Customer Education , including webinars, workshops and the knowledge base Collaborate closely with the Global Success Squad, a pooled team of CSMs who work with a high volume of lower ARR accounts, and the Squad leadership, to drive gross and net retention within this segment of the customer base as a result of our scaled strategy Identify opportunities to scale, quantify the business impact and communicate progress cross-functionally and with executive leadership team Collaborate with other departments including Customer Marketing, Lifecycle Marketing, and Customer Success Operations to execute an integrated, data-driven scaled strategy leveraging tools like Catalyst, Salesforce, AppCues Develop a scaled leadership alignment program to make sure we are multi-threaded at customer organizations Manage to Bynder's value creators and ensure initiatives align with the company's overall business goals Provide coaching, mentoring, and performance feedback to the Community and Customer Education team members Champion a culture of customer-centricity throughout the organization Understand customer segmentation and create a segment-based customer lifecycle Identify and track key metrics to both measure impact of scaled efforts as well as key KPIs for CSMs like churn, downsell and expansion What you bring: 8+ years of experience in customer success, customer success operations or customer marketing Strong operational experience and a proven track record in scaling CS Experience with a CSM tool like Gainsight, Catalyst, Totango or others Proven track record of building and managing high-performing customer success teams Deep understanding of customer success best practices Strong commercial skills in discovery, objection handling and negotiation Passionate about working with customers to drive value and outcomes Excellent communication, presentation, and interpersonal skills Ability to think strategically and analytically Strong leadership and team-building skills About Us: We're proud to be a Top Workplace by the Bay Area News Group.
The secret to our success is simple – we combine a great product with the best co-workers in Silicon Valley.
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.
Our beautiful new office in vibrant San Carlos is open for business, but we don't believe Byndies must be in the office to crush their goals.
A hybrid approach creates the best balance.
If Byndies feel they are more productive in their home office, they can choose to work in that environment - or work in a combination of the two.
Benefits and Perks: Fun, casual work environment Flexible time off policy 100% Company-paid medical, dental, vision, and life coverage for you and your family 401(k) - dollar for dollar match up to 6% Commuter benefits Referral bonus plans Fully stocked kitchen Room to advance in a high-growth tech company Competitive compensation 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 makes 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 dedication to being An Even Better Bynder is a constant, evolving commitment that includes education, listening, and action.
All your information will be kept confidential according to EEO guidelines.
Equal opportunity employer, M/F/D/V