Customer Success Manager

We are seeking a high energy, creative, passionate Client Success Manager at an exciting tech startup taking the media industry by storm. Our new teammate will be a relationship-driven person who brings passion for solving customer needs, a knack for producing creative content, and knowledge of the media production space. The Client Success Manager will handle multiple accounts, drive product adoption, and help bring some of the biggest productions to life (and have fun doing it!).

• Build relationships with assigned clients, including onboarding, increasing adoption, ensuring retention, providing ongoing technical support, and maintaining client satisfaction.
• Create and establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of products and services.
• Develop, prepare, and nurture customers for advocacy.
• Work with clients to establish critical goals or key performance indicators and aid the customer in achieving their goals.
• Provide remote and/or on-site production services for key enterprise clients.
• Work closely with Account Managers to identify and/or develop upsell opportunities.
• Work closely with Account Executives to provide technical demos and brainstorm innovative ideas for potential enterprise partners.
• Advocate client needs/issues cross-departmentally.
• Program manage account escalations.
• Have at least three years of prior experience in Client Success or an equivalent history of increasing customer satisfaction, adoption, and retention.
• Have experience in broadcast, production, content, and/or publishing and understanding of the media landscape, as well as the technology behind it across all platforms including Linear, Livestream, and OTT.
• Have a passion for sports, media, or entertainment and understanding that working with some of the coolest properties in these industries may mean support at odd hours.
• Be familiar working with clients of all sizes.
• Be detail-oriented and analytical.
• Thrive in a startup environment, embrace ambiguity, and are self-motivated to create and drive programs with a high level of autonomy.
• Be an expert communicator who can collaborate effectively in a remote work environment.
• Play well with others and have a high level of integrity.
• Be a great listener who likes to understand the problem to help devise a solution.
• Excel in networking, presentation, and are relentless with follow-through.
• Understand the social media landscape including Facebook, Instagram, YouTube, X, Reddit, TikTok, and the next emerging trends.
• Be bilingual in Spanish (preferred).
• Have flexibility to travel 30% (preferred).

• At least three years of prior experience in Client Success or an equivalent history of increasing customer satisfaction, adoption, and retention.
• Experience in broadcast, production, content, and/or publishing and understanding of the media landscape, as well as the technology behind it across all platforms including Linear, Livestream, and OTT.
• Passion for sports, media, or entertainment and understanding that working with some of the coolest properties in these industries may mean support at odd hours. So you’ve got an energetic willingness to roll up your sleeves & do whatever it takes.
• Familiar working with clients of all sizes.
• Detail-oriented and analytical.
• Thrive in a startup environment, embrace ambiguity, and are self-motivated to create and drive programs with a high level of autonomy.
• Expert communicator who can collaborate effectively in a remote work environment.
• You play well with others, and you are known for having a high level of integrity.
• Great listener who likes to understand the problem to help devise a solution.
• You excel in networking, presentation, and are relentless with follow-through.
• You understand the social media landscape including Facebook, Instagram, YouTube, X, Reddit, TikTok, and the next emerging trends. #RIPVine
• Are bilingual in Spanish
• Have flexibility to travel 30%

• Competitive salaries based on location, experience, and skillset.
• Work remotely – live and work from wherever you’d like in the US.
• Tech Stipend of $100 per month for internet and phone.
• 100% Paid Health insurance for all employees and their dependents.
• Home office setup – A laptop, monitor, keyboard, mouse!
• Minimum vacation policy – take at least 2 weeks per year for vacation (we track it to remind you to actually take it off) + encourage mental and physical wellness days.
• Parental Leave- Highly encouraged 12-week flexible and paid leave for all parents; birthing, foster, and adoption.