About the Opportunity:
We are looking for a dedicated Client Success Manager who will be responsible for ensuring that our clients fully realize the value of our products by fostering product adoption and retention. The successful candidate will work closely with Client Partners and internal teams to deliver the full value of Shutterstock’s offerings to our accounts. In addition, this role will have a proactive role in sales renewals of targeted accounts, and be a key ambassador in the organization for other cross-functional groups.
The Day to Day:
Client Engagement:
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Serve as the primary post-sale contact for clients, ensuring they maximize value from our products and services.
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Apply Shutterstock’s best practices to facilitate smooth onboarding and quick product adoption.
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Maintain detailed records of client interactions, issues, and growth opportunities in the CRM system.
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Conduct platform training, onboard new users, and promote value through improved customer experience.
Retention and Growth:
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Build and maintain strong relationships with key stakeholders to drive adoption, renewal, and growth.
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Identify and address barriers to renewal, working with clients to ensure high retention rates.
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Recognize and communicate upsell and cross-sell opportunities to Client Partners.
Utilization Monitoring and Analysis:
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Monitor and analyze usage to identify trends, areas of utilization, and make proactive recommendations for client retention and growth.
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Drive account adoption and satisfaction through consistent client interactions, including regular check-ins and support sessions.
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Generate reports to track and analyze client engagement and usage patterns.
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Provide actionable insights based on utilization data.
Issue Resolution and Support:
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Serve as a primary point of contact for client inquiries and internal stakeholders, ensuring timely resolution of issues.
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Address billing concerns, provide account health updates, and ensure client satisfaction.
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Provide basic technical support and troubleshoot issues to enhance user experience and performance.
Collaboration:
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Gather and relay client feedback to influence product development and company offerings.
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Act as an ambassador for the CSM team, liaising with cross-functional groups to advocate for improvements and keep the team informed.
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Manage and own the renewal process for contracts under $50k.
What You’ll Bring to the Role:
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Bachelor’s degree in Business, Communications, or a related field.
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3-5+ years of experience in a client success, account management, or customer service role in a technology, media, or SaaS company.
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Proven track record of maintaining high customer satisfaction and retention rates.
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Experience providing technical support and resolving client issues.
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Proficient in CRM software, preferably with hands-on experience in Salesforce or a similar platform.
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Demonstrated ability to understand and articulate technical concepts and derive solutions.
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Experience in identifying upsell and cross-sell opportunities within a customer success framework.
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A proactive and empathetic professional with a passion for driving customer success and building long-term relationships.
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Excellent communication skills, with the ability to convey technical concepts to a non-technical audience.
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Strong problem-solving skills with a knack for identifying solutions that address client needs.
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Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
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Team player with a collaborative spirit, but also able to work independently.
Why Shutterstock:
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You have a direct impact on the success of the company. Your team’s work matters and is essential to the evolution of our core business!
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Executive leadership cares personally. They prioritize growth and planning your career path with your goals and passions in mind.
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Flexibility to work between home and office with everything you need to be successful in both
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A generous and competitive benefits package.
Shutterstock connects diverse artists and creative professionals around the globe with the agencies, brands and people who need their work and services. It’s a place where creators come to be inspired and discover new ways to produce their best work.
Shutterstock enables its employees to drive culture and tap into the world around them to develop the toolbox and solutions that help others share their world views. At Shutterstock, your ideas will be welcomed, your uniqueness will be celebrated, and you will be supported in presenting your view of the world as you experience it. We’re champions of resiliency; quickly learning from our shortcomings in our pursuit of continuous growth.
Diverse teams are critical to our success. We encourage people from different backgrounds to apply and we commit to creating and maintaining a culture where employees know they belong and have equal opportunities to succeed.
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Shutterstock Values
We are one team collectively focused on creating an unrivaled experience for our Customers and Contributors. Our Values represent the mindset of the employee who will thrive at Shutterstock. If you are passionate about what you do, and want to become part of a cutting-edge technology company building industry leading products, please apply.
Shutterstock is an Equal Opportunity Employer. Suitably qualified and eligible candidates are encouraged to apply regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
Shutterstock ensures that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [email protected].
