suite-studios - Customer Success Manager
Requirements
• 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
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. • Champion the customer voice, gathering insights and feedback to inform product improvements and collaborating with product, engineering, sales, and marketing to enhance the customer journey. • Partner cross-functionally to ensure a seamless customer experience, working hand-in-hand with sales, marketing, and operations teams to address customer challenges and unlock value.
Benefits
• Best in class health & dental • Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility • Unlimited paid time off • Fitness & wellness stipend • Taco Tuesday, every Tuesday • Some roles, such as internships, may not be eligible for certain benefits.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT