Customer Success Manager

About the Role:

We’re looking for an experienced and collaborative Customer Success Manager to drive adoption, retention, and long-term value for our customers. In this role, you’ll guide customers from onboarding to ongoing optimization—ensuring they are achieving meaningful outcomes. You’ll sit at the intersection of customer strategy, product, and sales—building strong relationships, uncovering opportunities for growth, and advocating for customer needs across the organization.

You’ll collaborate closely with sales, product, engineering, and marketing teams to champion the customer voice and shape a world-class customer experience.

Who you are:

• You have 10+ years of experience in a customer success or full lifecycle account management within the media & entertainment industry or a technical environment

• You’ve demonstrated the ability to develop and maintain strong, long-term relationships with customers, becoming their trusted point of contact for any issues, inquiries, or concerns.

• You have experience developing and executing customized success plans for enterprise customers, ensuring that they are fully leveraging the company’s solutions

• You are technically minded and can quickly learn new technical concepts

• You are a strategic thinker that can zoom in to the 10 foot view and zoom out to the 30,000 foot view in the same conversation

• You have the ability to think critically and solve complex issues, identifying root causes and working collaboratively to implement effective solutions.

• You identify areas to improve and implement new processes to scale the Customer Success organization

• You have experience communicating (and convincing!) C-level executives across organizations of various sizes

• You have strong written and verbal communication skills, with the ability to articulate complex ideas simply and clearly.

• Nice to have: You have experience in post production

• Nice to have: Experience interaction and interfacing with channel partners and customers of channel partners a plus

Your Responsibilities:

• Lead onboarding for new customers, providing clear guidance and training to set them up for immediate and sustained success using our platform and services.

• Drive retention and growth by proactively identifying upsell, cross-sell, and renewal opportunities that align with customer goals. (And also own the contracting process for those opportunities.)

• Monitor customer health through usage data, engagement patterns, and feedback—taking action to mitigate risk and ensure customers achieve measurable outcomes.