PhotoShelter

Customer Success Manager

• Impact PhotoShelter by solving our customers’ basic and strategic challenges through onboarding and continued guidance.
• Be responsible for understanding our customers’ needs and supporting the elevation of their visual asset workflows.
• Deeply understand our Photographers and Brands products, how they work, and the multitude of ways our clients (professional photographers, graphic designers, & other artists) use the system.
• Be a customer advocate and trusted advisor.
• Communicate best practices to all customers and expedite successful outcomes.
• Understand, manage, and document customer health.
• Monitor usage and adoption.
• Build references and case studies.
• Help generate incremental account revenue from clients by upselling add-ons and identifying account expansion opportunities.
• Drive high response rate for NPS, utilizing data for customer experience improvement.
• Use Salesforce to execute and keep track of client interactions.
• Support migration for clients moving from their current system to PhotoShelter.
• Identify and communicate customer feedback to inform future product improvements.
• Take on and manage specific projects as delegated by manager.

Account Executive

• Revenue Retention and Growth: Drive overall revenue initiatives by managing renewals and identifying upsell and cross-sell opportunities within the existing client base. Proactively strengthen client relationships to maximize retention while expanding their usage of PhotoShelter’s platform and tools.
• Client Engagement: Conduct regular outreach to clients to understand their business objectives and align them with PhotoShelter’s solutions. Regularly showcase new features and functionalities that could further benefit their workflow.
• Strategic Account Planning: In partnership with the Customer Success Team, develop account growth strategies tailored to each client’s industry and needs, collaborating with sales and marketing to create targeted campaigns aimed at expanding product adoption.
• Sales Pipeline Management: Build and manage a pipeline of upsell and cross-sell opportunities. Track, forecast, and report on account growth performance and meet or exceed revenue targets.
• Product Expertise: Become an expert in PhotoShelter’s product suite to effectively pitch additional products and features that align with client goals. Provide demos and presentations to highlight value.
• Negotiation & Closing: Lead contract discussions for growth & renewals which includes the full ownership of the commercial relationship.
• Performance Analytics: Regularly review and analyze client platform usage to identify underutilized areas where additional PhotoShelter services could add value, providing clients with data-driven recommendations for expansion (e.g. additional users and storage).
• Cross-Functional Collaboration: Work with the product and marketing teams to ensure clients are aware of relevant updates and offerings, and provide feedback to drive future development aligned with client needs.
• Client Success: Ensure the client’s long-term success by making sure the PhotoShelter platform continues to provide value through expanded use, while coordinating with the customer success team to ensure overall satisfaction.

Customer Success Manager

Growth Account Executive