Manager, Junior Client Success Manager

About the Opportunity:

We are seeking a dynamic and analytical Manager, Junior Client Success Manager to lead and develop a team of Junior Client Success Managers (JCSMs). This role will focus on driving client engagement through data-driven insights, ensuring product utilization, and identifying trends that promote customer satisfaction and retention.This role will report to the Sr. Director of Global Client Success. The ideal candidate will have a strong track record in client success, data-driven decision-making, and team leadership.

• Team Leadership & Collaboration:

  • Manage, train, guide, and evaluate the performance of Junior Client Success Managers.

  • Foster a culture of accountability, collaboration, and continuous learning within the team.

  • Provide ongoing coaching and mentorship to support professional growth and competency development.

  • Align team efforts with organizational goals to drive customer retention and loyalty.

  • Partner with the divisional leadership, marketing, sales support and product teams to align client success efforts with broader company objectives.

• Utilization Monitoring and Analysis:

  •  Monitor and analyze usage to identify trends, areas of utilization, and make proactive recommendations for account retention and growth.

  • Generate and deliver detailed weekly reports on team usage, product adoption, success metrics and churn risk

  • Create strategies to maximize product adoption and usage based on data insights.  

• Issue Resolution and Support:

  • Act as the point of escalation for all essential client-related issues, ensuring swift and effective resolutions

  • Collaborate with internal teams (e.g., support, product, and development) to address client challenges and feedback.

  • Monitor resolution timelines and outcomes to ensure client satisfaction and retention

• Process and Support:

  • Collaborate on processes to streamline client onboarding, training, and support for maximum efficiency.

  • Leverage technology and tools to manage client interactions and track performance.

  • Develop scalable frameworks for managing and growing a diverse client base.

What you’ll Bring to the Role:

• Bachelor’s degree in Business, Communications, or a related field.

• 5+ years of experience in a client success, account management, or customer service role in a technology, media, or SaaS company.

• Analytical skills to interpret usage data and provide actionable recommendations.

• Understanding of utilization metrics and client engagement strategies.

• Proven track record of maintaining high customer satisfaction,retention and growth.

• Problem-solving abilities and a proactive approach to addressing challenges.

• Proficient in CRM software, preferably with hands-on experience in Salesforce, Tableau, Looker, Iris or similar platforms.

• Demonstrated ability to understand and articulate technical concepts and derive solutions.

• 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.
 
The pay range for this position is below:

    • 140,000 - 170,000 per year in New York

Note: Commission-eligible roles are expressed as on-target earnings (base and commission). Non-commission roles are expressed as base salary only but are also eligible for annual incentives.

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].

The referenced salary range is based on the Company’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.