Customer Success Manager

Darkroom Software, Inc.

Job Overview

Location

Lisbon

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Manager at Darkroom, you will step into a pivotal, high-impact role within a dynamic and fast-paced team that excels at the convergence of creativity, strategic thinking, and revenue generation. You will be instrumental in supporting a diverse portfolio of accounts, cultivating robust client relationships, meticulously organizing workstreams, and driving exceptional performance through clear, consistent communication, diligent execution, and insightful, data-driven recommendations.
• This position is perfectly suited for an individual with a profound passion for digital media and marketing, a strong drive for performance-driven outcomes, and a desire to thrive within an ambitious, high-accountability environment. If your ambition is to work intimately with clients, absorb knowledge from a world-class team, and experience rapid professional growth, this role offers precisely that opportunity.
• Your primary responsibility will be to develop a comprehensive and deep understanding of Darkroom’s advanced solutions suite and its unique value proposition. You will leverage critical insights and performance data to actively support client retention efforts and identify avenues for account growth across your assigned portfolio.
• You will collaborate closely with Client Leadership and our internal channel teams to gain a thorough understanding of each client's unique objectives. This understanding will be crucial in translating their goals into clearly defined priorities and actionable, strategic plans.
• You will be the primary owner of day-to-day client communications. This includes meticulously documenting meeting notes, ensuring timely follow-ups, managing project timelines, and guaranteeing that all stakeholders remain perfectly aligned on deliverables, expectations, and project milestones.
• A key aspect of your role will involve coordinating seamlessly with our cross-functional teams, including Media, Creative, Strategy, and Analytics. Your efforts will be focused on ensuring the smooth progression of execution, proactively identifying and removing any potential blockers, and guaranteeing the delivery of exceptionally high-quality work that meets and exceeds client expectations.
• You will actively support the development of strategic recommendations by diligently organizing key learnings, proactively identifying emerging opportunities, and assisting in the preparation of client-facing guidance and strategic next steps.
• You will play a vital role in assisting with the development of essential client deliverables. This includes preparing comprehensive performance reports, crafting clear weekly and monthly updates, and contributing to the creation of materials for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).
• Maintaining impeccable account hygiene and comprehensive documentation is critical. This involves meticulously tracking client goals, identifying potential risks, documenting action items, and recording key decisions made across all managed accounts.
• You will contribute significantly to forecasting efforts and account planning initiatives. This will involve diligently tracking client renewals, monitoring scope changes, and identifying upcoming opportunities in close partnership with the Client Leadership team.
• Building and nurturing strong, lasting client relationships is paramount. You will support key client meetings, including travel as necessary for MBRs and QBRs, ensuring a consistently positive and productive client experience.
• This role demands a proactive approach to understanding client needs, anticipating challenges, and ensuring that Darkroom's services are not only meeting but exceeding client expectations, thereby fostering long-term partnerships and driving mutual success.
• You will be a key player in ensuring that clients perceive Darkroom as a strategic partner, not just a vendor, by consistently demonstrating value, providing proactive insights, and maintaining open lines of communication.
• The ideal candidate will possess a strong analytical mindset, coupled with excellent common sense, enabling them to effectively connect performance data with tangible business outcomes and proactively identify areas for strategic improvement and optimization.
• You will be expected to maintain a high level of organization and attention to detail, ensuring that all stakeholders are consistently informed about priorities, progress, and critical next steps, thereby fostering trust and transparency.
• Taking ownership of your work, consistently following through on commitments, and demonstrating a genuine care for results and client outcomes are fundamental expectations for this role.
• Your commitment to deliverable quality and an exceptional client experience will be a cornerstone of your success, ensuring clients feel consistently supported, informed, and valued.
• Proficiency in essential tools will be required, including a high level of skill in Word/Excel/PowerPoint (or their Google Suite equivalents), Notion, and CRM tools such as HubSpot, enabling efficient workflow and data management.
• You must be a strong presenter, comfortable and adept at presenting performance updates and strategic recommendations, with the ability to tailor your communication style effectively to different stakeholder levels within client organizations.
• A collaborative, humble, and team-oriented attitude is essential, as you will be working alongside high performers to build something truly future-defining.
• You will be expected to embrace Darkroom's fast-paced culture, think deeply about challenges, and bring insight and rigor to every task, contributing to a high-performance environment where excellence is the standard.

🎯 Requirements

• 2–4+ years of experience in a client-facing account management or client success role within digital media, marketing, or digital sales. Agency or AdTech experience is a significant advantage.
• Solid understanding of eCommerce, digital advertising, and performance marketing fundamentals.
• Excellent written and verbal communication skills, with a polished and professional demeanor suitable for client and internal interactions.
• Strong organizational skills, meticulous attention to detail, and the ability to manage multiple priorities effectively under pressure.
• Analytical mindset with the ability to interpret performance data, connect it to business outcomes, and proactively identify opportunities for improvement.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) or Google Workspace (Docs, Sheets, Slides), Notion, and CRM tools (e.g., HubSpot).

🏖️ Benefits

• Generous paid time off policy designed to support a healthy work-life balance.
• Company-sponsored medical, dental, and vision benefits.
• Competitive quarterly bonus structure tied to productivity and role customization.
• Robust 401k program with company match, equity incentives, and profit-sharing opportunities after one year of employment.
• Flexible parental leave benefits to support new parents.
• Endless opportunities for professional growth and development through interdisciplinary exposure and cross-functional collaboration.

Skills & Technologies

Remote

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Darkroom Software, Inc.

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About Darkroom Software, Inc.

Darkroom Software, Inc. provides workflow and sales automation solutions for professional photographers and photo studios. Founded in 1999, the company’s platform combines tethered shooting, image editing, proofing, online storefronts, and order fulfillment in one integrated system. Users can capture images directly from cameras, apply real-time adjustments, create client galleries, and sell prints or digital downloads through branded e-commerce sites. Darkroom supports event, portrait, sports, and school photographers with tools for barcode scanning, green-screen automation, and multi-user studios. The software is available for both Windows and macOS, and integrates with labs, payment processors, and shipping providers.

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