Senior Manager, Customer Success Management

Company Overview

We’re on a mission to create innovative solutions, so businesses around the world can leverage their digital brand assets more effectively — driving revenue and maximizing returns on content investments. We've led the digital asset management industry for over three decades. 

Canto is reshaping the digital asset management (DAM) landscape. Our platform offers a singular source for brands to organize, access, and share digital assets, amplifying content value, accelerating production, and ensuring brand consistency. At Canto, we're more than a DAM solution; we're a catalyst for brand evolution.  

It's such an exciting time to join the Canto Team. We have great people here already & We are growing rapidly! 

Job Title: Senior Manager of Customer Success 

Location: Remote – US   

   

Company Overview:  

Canto is reshaping the digital asset management (DAM) landscape. Our platform offers a singular source for brands to organize, access, and share digital assets, amplifying content value, accelerating production, and ensuring brand consistency. With an emphasis on efficiency and collaboration, we provide data-driven insights and harness AI to help companies not just manage but maximize their digital content. At Canto, we're more than a DAM solution; we're a catalyst for brand evolution. Join our mission to transform the DAM category and empower brands to extract unparalleled value from their digital assets.   

  

How We Do It – Our Values:   

  

• We are Customer Obsessed. We make it our mission to understand our customers and their challenges. Through our actions, we make our customers’ work easier.   

 

• We Own the Outcome. We set goals based on outcomes that matter, measure our results, and up our game. We are action oriented – changing course when we need to and committing when things go right.   

  

• We are Transparent, Curious, and Candid. We are truth-tellers, and default to transparency to build trust and collaboration. We are curious to learn more before we evaluate and decide. We bring a point of view and have the courage to share it.   

  

• We Treat Everyone with Respect and Empathy. Always. We respect each other and have fun. As one global team, we are made better by valuing different perspectives embracing diversity in experience and thought.   

  

Job Overview:   

The Senior Manager of Customer Success will lead a global team of Customer Success Managers (CSMs) focused on driving product adoption and delivering measurable value to customers after the onboarding process is complete. This role is critical to ensuring customers achieve their desired outcomes by leveraging the product effectively, enhancing satisfaction, and minimizing churn. As a key leader in the organization, the Senior Manager will develop scalable strategies, define success metrics, and collaborate closely with cross-functional teams to ensure a seamless and impactful customer journey. This role will work very closely with the Account Management team which has responsibility for contract renewals and upsells.  

  

Key Responsibilities:   

• Lead and Develop the Customer Success Team - Recruit, mentor, and manage a high-performing team of Customer Success Managers (CSMs) focused on driving product adoption and delivering value to customers by helping them accomplish their business objectives. 

• Drive Product Adoption and Customer Value - Develop and execute strategies to ensure customers maximize the value of the product post-onboarding, achieving critical adoption milestones. 

• Establish and Monitor Success Metrics - Define KPIs and success metrics such as adoption rates, time-to-value (TTV), and Net Promoter Score (NPS), and regularly analyze and report progress. 

• Build Scalable Customer Success Processes - Implement scalable frameworks, playbooks, health scores, and best practices for the CSM team to efficiently support a growing customer base. 

• Collaborate Cross-Functionally - Partner closely with Account Management, Implementation, Customer Support, Product, Rev Ops & Customer Marketing teams to ensure a seamless customer journey and address any product-related challenges. 

• Drive Rules of Engagement – Partner very closely with the Account Management team to ensure CSMs and Account Managers drive an optimal customer experience and work collaboratively to ensure customer business objectives are achieved which will help drive Canto’s recurring retention and expansion goals.  

• Champion Customer Advocacy - Act as the voice of the customer within the organization, providing actionable feedback to Product and Marketing teams to improve the customer experience and product functionality. 

• Segment and Prioritize Customer Engagements - Implement & manage a segmentation strategy to tailor engagement strategies by customer size, industry, or use case, ensuring high-impact adoption initiatives for each segment.  

• Manage Escalations and Drive Resolution - Oversee customer escalations related to adoption challenges, collaborating with relevant teams to ensure timely and satisfactory resolutions. 

• Develop and Deliver Customer Training Programs - Work with the team to create and deliver targeted resources, webinars, and training materials to enable customers to fully leverage the product. 

• Foster a Proactive and Value-Driven Culture - Instill a proactive approach in the team, ensuring they consistently identify opportunities to deliver additional value to customers and align efforts with the customers’ business goals. 

  

Qualifications:  
  

Required: 

• 7+ years of experience in customer success, account management, or related roles in a B2B SaaS environment.  

• 3+ years managing a team, preferably in customer success or a similar post-sales function. 

• Track Record of Driving Product Adoption 

• Demonstrated success in leading initiatives to improve customer adoption, retention, and overall satisfaction. 

• Deep commitment to understanding customer needs and delivering value-driven outcomes. 

• Proven ability to inspire, mentor, and manage a team, fostering a high-performance and collaborative culture. 

• Ability to develop and implement scalable strategies to enhance customer product adoption and satisfaction. 

• Excellent verbal and written communication skills, with the ability to present compelling insights and strategies to internal and external stakeholders. 

• Ability to quickly learn and understand SaaS product features and workflows and effectively guide the team and customers in their use. 

 

Preferred: 

• Familiarity with the unique challenges and dynamics of a $50M-$100M ARR B2B SaaS business, including customer segmentation and lifecycle management. 

• Familiarity with the Digital Asset Management (DAM) and/or Product Information Management (PIM) software industries. 

• Familiarity working with marketing departments, creative teams, librarians and other similar roles who utilize DAM and PIM solutions. 

 

Skills and Competencies: 

• Experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero), CRM systems (e.g., Salesforce), Conversation Intelligence platforms (e.g. Gong), and Scheduling platforms (e.g. Calendly or Chilipiper) 

• Proficient in using data visualization and reporting tools (e.g., Excel, Tableau, Power BI) to track performance and present insights. 

  

 

Elevate your Journey with Canto:   

  

🚀    Start-Up Spirit: Embrace the excitement and flexibility of a growing company.  

🛠️    Hands-On Impact: Your work directly contributes to our success.  

🌟    Learning by Doing: Our growth plans provide real-time learning.   

🤝    Close-Knit Team: Enjoy a tight-knit, supportive work environment.  

🔊    Open Communication: We value transparency and open dialogue.  

🧠    Problem-Solver's Paradise: Apply creativity to real-world challenges.  

⚖️    Work-Life Harmony: We respect the balance between personal and professional life.  

🌱    Growth Opportunities: As we grow, so do opportunities for our team.  

🌍    Cultural Exchange: Learn from diverse colleagues in a global setting.  

  

  

Canto is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.  

 

What's so great about Canto?  

🚀    Start-Up Spirit: Embrace the excitement and flexibility of a growing company. 

🛠️    Hands-On Impact: Your work directly contributes to our success. 

🌟    Learning by Doing: Our growth plans provide real-time learning.  

🤝    Close-Knit Team: Enjoy a tight-knit, supportive work environment. 

🔊    Open Communication: We value transparency and open dialogue. 

🧠    Problem-Solver's Paradise: Apply creativity to real-world challenges. 

⚖️    Work-Life Harmony: We respect the balance between personal and professional life. 

🌱    Growth Opportunities: As we grow, so do opportunities for our team. 

🌍    Cultural Exchange: Learn from diverse colleagues in a global setting. 

How We Do It – Our Values:  

We are Customer Obsessed. We make it our mission to understand our customers and their challenges. Through our actions, we make our customers’ work easier.  

We Own the Outcome. We set goals based on outcomes that matter, measure our results, and up our game. We are action oriented – changing course when we need to and committing when things go right.  

We are Transparent, Curious, and Candid. We are truth-tellers, and default to transparency to build trust and collaboration. We are curious to learn more before we evaluate and decide. We bring a point of view and have the courage to share it.  

We Treat Everyone with Respect and Empathy. Always. We respect each other and have fun. As one global team, we are made better by valuing different perspectives embracing diversity in experience and thought. 

Canto is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.