Customer Success Manager

About Evoto

We are a leading software company in the photo editing industry seeking an experienced Client Success professional. This individual will play a critical role in boosting our sales by creating and managing leads through the sales pipeline, contacting potential customers to identify the sales opportunity, and providing exceptional customer service throughout the process to ensure client satisfaction and foster long-term relationships. You will have the opportunity to collaborate with the marketing, revenue and product teams, to gain experience and ensure key users success.

Position Summary

The Client Success Manager (CSM) plays a crucial role in ensuring customer satisfaction and driving long-term client relationships within the US market. This individual will be responsible for onboarding new clients, providing ongoing support and training, managing chat support communications, identifying and resolving client challenges, and fostering strong partnerships. The ideal candidate possesses a deep understanding of the photography industry, ideally within post-production or similar, and brings proven experience in a client success or account management role. This is a remote position.

Key Responsibilities

• Onboarding & Training:
• Conduct comprehensive onboarding sessions for new clients, ensuring they understand Evoto's platform, features, and best practices.
• Develop and deliver ongoing training programs to clients, including live workshops, and personalized tutorials, to maximize platform adoption and usage.
• Client Support & Success:
• Provide timely and effective support to clients via email, phone, and chat, addressing their inquiries and resolving issues promptly.
• Collaborate with key accounts to offer support, troubleshooting guidance, and proactive solutions.
• Proactively identify and address client challenges, anticipate their needs, and suggest solutions to enhance their experience.
• Client Relationship Management:
• Build and maintain strong relationships with clients, acting as a key point of contact and advocate within Evoto.
• Host regular touch-point meetings with key accounts to review progress, discuss challenges, and identify opportunities for improvement.
• Product Feedback & Collaboration:
• Gather and analyze client feedback to inform product development and improvement initiatives.
• Interpret product feedback and translate it into actionable insights for the product team.
• Collaborate with members of the product team to ensure client needs and feedback are incorporated into product roadmaps.
• Revenue Operations & Market Insights:
• Work closely with members of the revenue operations team to streamline processes, and improve efficiencies
• Gather key insights from market trends, competitive analysis, and industry best practices to inform client success strategies.
• Report on key insights, client success metrics, and the overall health of the North American client portfolio.

Required Skills & Experience

• Photography Industry Expertise: 3+ years of experience within the photography industry, with a strong preference for experience in post-production, photo editing, or related fields.
• Client Success Experience: 2+ years of experience in a Client Success, Account Management, or Customer Support role.
• Excellent Communication & Interpersonal Skills: Proven ability to communicate effectively both verbally and in writing, with strong interpersonal and relationship-building skills.
• Problem-Solving & Analytical Skills: Ability to analyze client needs, identify root causes of issues, and develop creative solutions.
• Technical Proficiency: Strong understanding of software applications, including CRM systems, project management tools, and communication platforms.
• Customer-Centric Approach: Passion for delivering exceptional customer experiences and exceeding client expectations.
• Strong Work Ethic: Highly motivated and results-oriented with the ability to work independently and as part of a team.

Preferred Skills

• Experience with photo editing software tools or platforms
• Familiarity with emerging technologies built with AI.
• Experience working with SaaS platforms.
• Experience in a fast-paced and dynamic environment.

Benefits

Evoto offers a competitive compensation package, including:

• Competitive salary and performance-based incentives
• Comprehensive insurance plan and 401K
• Paid time off
• Flexible working hours and remote work options
• Professional development opportunities