Customer Success Manager

Shutterstock   •  

Chicago, IL

Industry: Imaging & Photography


Less than 5 years

Posted 394 days ago

Webdam, a Shutterstock company, is seeking a high-energy and passionate Customer Success Manager. You will be responsible for driving customer growth, adoption and overall success with Webdam. You should be able to articulate the value of Webdam to inspire and encourage customer adoption and expansion. You will build and maintain strong, strategic long-term relationships with customers.  You will ensure every customer in their portfolio is wildly successful resulting in long-term loyalty to Webdam.  In addition to customer-facing activities, there will also be a strong emphasis on internal customer advocacy and cross-functional projects with internal teams such as Support, Professional Services, Product Management and Engineering teams regarding customer communications, feedback and product releases. You should possess strong expertise in enterprise and cloud software deployment, organizational processes, and account management.


  • Working with customers to ensure user adoption, retention, and overall success
  • Developing a trusted advisor relationship with our customers that result in high customer satisfaction
  • Serving as the customer advocate, driving the evolution of the Webdam platform
  • Owning account renewals and up-selling targets
  • Regularly engaging customers via strategic and operational reviews to evaluate needs and strategic direction
  • Ensuring internal alignment on account strategy by partnering with internal stakeholders to develop and execute on account/success plans
  • Ensuring that customers employ DAM best practices and their Webdam solution is optimized for maximum value
  • Possessing a thorough understanding of the Webdam platform
  • Ensuring that any account issues are resolved quickly, leveraging resources from across the company as needed
  • Presenting product roadmaps to customers, with emphasis on features most relevant to the given customer
  • Acting as a liaison between the customer, product, and engineering teams to represent, and think critically about, the ‘voice of the customer’ in the strategic direction and design.
  • Capturing customer feedback/testimonials and building case studies based on user experience


  • 3-6 years relevant work experience in customer-facing SaaS Account Management, Training, Technical Support, Sales, Consulting, and/or Project Management role
  • Bachelor's Degree or higher
  • Ability to think strategically about organizational change and system integration
  • Outstanding written and verbal communication skills; must be comfortable speaking in large groups including executives
  • Excellent project management and multitasking skills
  • Ability to communicate effectively with both end users and technical teams
  • Technically savvy; able to learn and embrace new technologies quickly
  • High-energy, “people-person”
  • Must excel in a small team environment and work cross-functionally
  • Innate ability to build long-lasting relationships and credibility
  • Quick learning abilities with a passion for web technologies