As Customer Success Manager you will be responsible for developing customer relationships that promote retention and loyalty. You will lead the post-sales efforts as the trusted advisor who leads customers through the lifecycle journey for adoption and renewal. You will work closely with customers to ensure they are satisfied with the service and products, manage risks, and help them achieve their desired value. You will drive the use of the service and products within multiple facets of the customer’s business by understanding their evolving needs and help them align their programs with best practices and key success factors. You will drive adoption across your customer base and identify opportunities for growth, expansion, and renewal.

What you will do:

• Design, build and maintain a repeatable and efficient CSM practice that delivers value to customers and drives growth for the business
• Work with customers in a consultative way to help them be more successful with the service and products - learn how their business works, define success criteria, and guide customers through the lifecycle journey in an effort to help them to achieve their business goals
• Own the new customer onboarding experience via continuous education, evangelizing features, and driving adoption. Deliver group training and 1-1 sessions as needed. 
• Proactively work directly with medium to large enterprise business customers interacting with various levels of management ranging from Directors to C-level executives
• Work closely with teams from across the organization, helping to advocate on behalf of customers and bridge the gap between the customer and product teams. Influence product development strategy and participate in building out the product roadmap as the voice of the customer
• Own renewals. Proactively monitor and identify customer health risks and mitigate non-renewal churn risk
• Analyze and monitor customer data to draw insights with the goal of communicating those findings to customers in order to modify user behavior and increase user productivity
• Manage customer satisfaction surveys and NPS scores to drive key improvements
• Drive expansion by identifying up-sell opportunities

What we require:

• 3 years in a customer facing role preferably at a SaaS company.
• Prior experience managing a portfolio of customers with total ARR between $1 and $5 Million.
• Passionate about servicing customers and relationship development.
• Excellent analytical/problem solving ability to unblock customers from business and technical issues.
• Skilled at analyzing customer usage data and providing recommendations based off data insights.
• Technical knowledge and experience in the media space.
• Customer Success, Account Management, Sales, or Customer service experience desired.
• Superior presentation and meeting facilitation skills.
• An out of the box thinker with the ability to solve problems in a creative way
• Ability to work in a cross-functional collaborative team environment.
• Technical knowledge and QA experience preffered