Customer Success Manager

We're looking for a strategic, customer-centric professional with experience in marketing, creative, or content operations to join our Customer Success Team as a Customer Success Manager (CSM). As a trusted advisor, you will help in-house creative and content teams streamline their workflows, improve collaboration, and maximize efficiency using Lytho's platform. You will drive engagement, adoption, and measurable success, ensuring our customers achieve their goals while identifying opportunities for growth and expansion. This role is perfect for someone who understands the unique challenges of creative operations, content workflows, and brand management—and is passionate about helping teams work smarter, not harder. What you'll do here: Maintain a strong working knowledge of the product, as well as understanding industry best practices in order to provide strategic guidance in delivering solutions. Be the post-onboarding point of contact for customers throughout their partnership with Lytho, ensuring ongoing success and retention. Ensure awareness of new product features relevant to our customers' business goals, workflows, usage of the application, and previous feedback from their teams. Conduct business reviews to demonstrate ROI and showcase how Lytho supports their goals in content planning, creative collaboration, and campaign execution. Create and manage Success Plans with defined and measurable outcomes. Proactively identify and mitigate risks, ensuring customer retention and long-term satisfaction. Encourage customer growth by identifying upsell and cross-sell opportunities that align with customer needs, drive additional value, and deepen adoption of the full Lytho platform. Assist in the development and delivery of webinars, training sessions, and other educational customer interactions to drive adoption and deepen engagement. Document customer feedback related to new features, enhancements and pain points, serving as the voice of the customer to Product, Marketing, and Leadership. What we're looking for: Passion for delivering brilliant customer service and improving content and creative operations. A minimum of 1 year of relationship management, account management, or similar role focused on customer engagement, retention, and growth. A strategic mindset, capable of identifying customer pain points, interpreting trends in data, and offering solutions tailored to creative and content teams. Ability to develop relationships across different levels in a customer's organization, from end-user up to executive level, and ability to determine who key stakeholders and decision makers are in the company. Excellent communication and outreach skills, responding rapidly to customer inquiries, and drafting concise and informative e-mails. Outstanding organizational and problem-solving skills, with the ability to manage multiple accounts and priorities. Passion for people: love working with, talking to, and interacting with people through all means of communication, including your teammates and other coworkers. Familiarity with customer success software such as Gainsight.

We are a growing, global software company that is obsessed with the needs of brand and creative teams. We started as the first online proofing solution and evolved into a full Creative Operations Platform - so our customers can better collaborate across their organizations to achieve better content outcomes. Our core value, "Let. People. Run." guides every decision we make. We equip our employees with guidance, direction, and resources so that they do their best work with both autonomy and accountability. While we are a remote-first company, with employees working from home across the United States and the Netherlands; we recognize that "perfect work environment" is different for everyone, so we have an optional physical workspaces in Durham, NC where we can maintain personal connections as needed. We are a group of passionate, curious, and unique individuals who value transparency and continuous development.