Own renewals, retention forecasting, executive QBRs, adoption tracking, risk mitigation, and upsell opportunities across approximately 30 enterprise B2B customers. Serve as the primary customer advocate, manage usage-based billing conversations, maintain Salesforce data, and partner cross-functionally to improve renewal processes and revenue operations.
ABOUT US: ABOUT THE ROLE..
Digimarc Corporation (NASDAQ: DMRC) is the global leader in product digitization. A pioneer in digital watermarks, Digimarc connects every physical and digital item to a digital twin that enables the capture of product data, records events and interactions, and supports powerful new automations. Trusted to deter counterfeiting of global currency for more than 20 years, Digimarc is also recognized for ensuring product authenticity, improving plastics recycling, and more, with a commitment to promoting a prosperous, safer, and more sustainable world. In 2023, Digimarc was named to the Fortune 2023 Change the World list and honored as a 2023 Fast Company World Changing Ideas finalist. See more at Digimarc.com.
We're hiring a Customer Success Manager to own the commercial and relationship health of about 30 Digimarc customers across our Retail and Key Industries segments, ranging from $10K to $1M in annual value. Reporting to the Director, Revenue Operations, you'll carry the renewal number, close upsell within your book, and be the person customers call first and trust most.
This is a high-impact role for a seasoned renewals leader who wants the authority to build the program the right way. Our post-sale motion is still being shaped, so your experience will define the renewal playbook, the QBR format, and the health signals the rest of the organization runs on.
Travel: <15%
WHAT YOU WILL DO…- Own the renewal number for your book, maintaining a rolling outlook and working each renewal on a deliberate lead-time runway
- Forecast your book accurately inside the weekly revenue cadence
- Serve as the customer's primary point of contact and advocate across Sales, Product, Engineering, Support, Legal and Finance
- Design and lead executive QBRs with top-tier accounts, covering adoption, value delivered against the business case, and roadmap alignment
- Set a lighter-touch cadence for the rest of the book that keeps every relationship healthy
- Track usage and adoption to spot at-risk accounts well before renewal, then build and run the mitigation plan
- Identify and close upsell within your accounts: additional volume, users and scope
- Source larger expansion (new business units, product lines, use cases) and hand it to Account Executives with qualification and a warm introduction
- Run the monthly and quarterly consumption cycle for usage-based customers, including true-ups and overage conversations
- Partner with Revenue Operations and Finance to replace manual usage tracking with a repeatable process
- Maintain accurate renewal and account data in Salesforce
WHAT WE ARE LOOKING FOR…
Required
- 4-6 years in renewals, customer success or account management in enterprise B2B software, carrying a retention or renewal number
- Direct ownership of a renewal book you've forecast, worked on a runway, and been accountable for
- A track record of retention results and recognition for exceeding targets
- Commercial confidence negotiating price, term and scope
- Experience running executive-level QBRs, including when the relationship is under strain
- Comfort using usage and adoption data to drive the customer conversation
- Working command of Salesforce, with the discipline to keep your own data clean
- The instinct to spot expansion and the discipline to hand it off cleanly
- Comfort managing a wide account range, from $10K to $1M customers
- Energy for building in an environment that is still being built
- Strong plus: experience with consumption or usage-based models, including true-ups and overage
Preferred
- Experience in enterprise B2B SaaS.
- Exposure to retail, CPG, or consumer brand customers.
- Experience with quoting, order processing, or contract administration.
Benefits:
- Comprehensive Benefits Including Medical, Dental, Vision, & Retirement Savings Plan
- Restricted Stock Units
- Flexible Paid Time Off & Holidays
- Life Insurance
- Employee Stock Purchase Plan (ESPP)
- Mentorship Opportunities
- Training & Development
Compensation:
$78,400 - $98,000
This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill set, experience, training, licensure, certifications, geography and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.
Our Culture:
We are a team of problem-solvers united by our company’s immense potential to help solve complex challenges.
We align to the following Digimarc core values:
- Collaborative – Stronger together. We embrace diverse perspectives and harness our collective talent to realize our full potential.
- Curious – Listen and look forward. We think differently and seek out opportunities for growth to exceed our stakeholders’ expectations.
- Courageous – Innovate with integrity
We challenge each other and do the right thing – even when it’s difficult – to deliver wins for our customers.
Join our team and work in support of a technology platform that can transform how consumer goods are made, bought, sold, and recycled around the globe. Digimarc is committed to the health and safety of our employees and their families. We are dedicated to diversity, professional development, and the success of our employees. For more information, visit us at www.digimarc.com.
Digimarc is seeking diverse applicants. We are an equal opportunity employer and consider qualified applicants for employment without regard to race, gender, age, color, religion, disability, veteran status, sexual orientation, gender identity, or any other protected factor. We want the best people who share our values.
This job posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Principals only. No recruiters please.
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