Customer Success Director (Remote, US CST/EST only)

THE CHALLENGE…

We are seeking a Customer Success Director to work with new and existing business and enterprise customers to ensure that they are supremely successful with and engaged by Digimarc. You will be responsible for effectively onboarding these accounts, driving adoption in the early stages, providing ongoing support and training, building high customer satisfaction, and identifying growth (upsell) opportunities and risks (to the renewal). 

You will work with your accounts actively to help them utilize Digimarc towards their business strategy, as well as acting as the voice of your customers internally at Digimarc. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Digimarc. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in-depth and then communicating those solutions to the users.

• Manage all post-sales activity for some of Digimarc’s enterprise customers through strong relationship-building, product knowledge, planning, and execution
• Deeply understand our customers’ business objectives and become a trusted advisor.
• Become the product and solution expert.
• Strategize with the Account Executives to develop account plans to drive accelerated platform adoption and revenue growth.
• Execute and improve the defined lifecycle processes and touchpoints for customers.
• Quarterback renewal and upsell opportunities to ensure revenue retention and growth. 
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
• Identify risks, develop and execute mitigation strategies.
• Work closely with Product, Engineering, and Customer Support on identification and tracking of product improvement requests, troubleshooting, and bugs
• Function as the customer advocate and provide internal feedback on how Digimarc can better serve our enterprise customers

• Bachelor’s degree preferred
• 3+ years experience in a client service industry like Big 4 or consulting
• 6+ years prior account management experience
• 4+ years in a SaaS environment
• Strong communication skills and technical aptitude
• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done
• Passion in creating and sustaining a diverse and inclusive culture where individuals and teams can do their best work and unlock their potential
• Alignment with the core Digimarc values: collaborative, curious, and courageous

Our Culture:

We are a team of problem-solvers united by our company’s immense potential to help solve complex challenges.

We align to the following Digimarc core values:

Collaborative – Stronger together

We embrace diverse perspectives and harness our collective talent to realize our full potential. 

Curious – Listen and look forward

We think differently and seek out opportunities for growth to exceed our stakeholders’ expectations. 

Courageous – Innovate with integrity

We challenge each other and do the right thing – even when it’s difficult – to deliver wins for our customers.

Join our team and work in support of a technology platform that can transform how consumer goods are made, bought, sold, and recycled around the globe. Digimarc is committed to the health and safety of our employees and their families. We are dedicated to diversity, professional development, and the success of our employees. For more information, visit us at www.digimarc.com.

Benefits:

·       Comprehensive Benefits Including Medical, Dental, Vision, & Retirement Savings Plan

·       Restricted Stock Units

·       Flexible Paid Time Off & Holidays

·       Life Insurance

·       Tuition Reimbursement

·       Mentorship Opportunities

·       Training & Development

·       Remote Work