Client Success Manager, Media - London Jobs

Job Description

About the job

The Opportunity

We are looking for a dedicated Client Success Manager, Media to join our dynamic team. In this role, you 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.

The Day To Day

• Act as the main point of contact for clients post-sale, ensuring they receive maximum value from our products and services.
• Monitor and drive adoption of assigned accounts, providing basic technical support and ensuring a high level of client satisfaction.
• Proactively manage customer accounts by establishing a consistent cadence of client interactions, including status reviews, question and answer sessions, and guidance on getting the most from our products.
• Identify potential barriers to renewal and work with clients to overcome these, ensuring a high rate of retention.
• Escalate technical and service issues to the appropriate internal teams, ensuring prompt and reliable resolution.
• Recognize opportunities for account growth through upselling or cross-selling and communicate these opportunities to the Client Partner.
• Maintain detailed records of client interactions, issues, and account growth opportunities within the Shutterstock CRM system.
• Collaborate with the sales, marketing, and product teams to align client success strategies with broader company goals.
• Gather client feedback to inform and influence product development and company service offerings.
• Analyze account data and trends to make proactive recommendations for client retention and account growth.
   

What You’ll Bring To The Role

• Bachelor’s degree in Business, Communications, or a related field.
• 3+ years of experience in a client success, account management, or customer service role in a technology or SaaS company.
• Proven track record of maintaining high customer satisfaction and retention rates.
• Experience providing technical support and resolving client issues.
• Proficient in CRM software, preferably with hands-on experience in Salesforce or a similar platform.
• Demonstrated ability to understand and articulate technical concepts and derive solutions.
• Experience in identifying upsell and cross-sell opportunities within a customer success framework.
• A proactive and empathetic professional with a passion for driving customer success and building long-term relationships.
• Excellent communication skills, with the ability to convey technical concepts to a non-technical audience.
• Strong problem-solving skills with a knack for identifying solutions that address client needs.
• Ability to manage time effectively, prioritize tasks, and meet deadlines in a fast-paced environment.
• Team player with a collaborative spirit, but also able to work independently.
   

Why Shutterstock

• 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!
• Executive leadership cares personally. They prioritize growth and planning your career path with your goals and passions in mind.
• Flexibility to work between home and office with everything you need to be successful in both
• 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.

At Shutterstock, we are committed to providing competitive pay and benefits that are in line with industry standards. The compensation package offered may vary depending on employment experience, skills, and knowledge. You may also be eligible for our generous benefits package including health, wellness and financial benefits. Compensation ranges for candidates in locations outside of the location(s) below may differ based on the cost of labor, market, and additional factors.

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, accommodation_request@shutterstock.com.