Customer Success Manager
Threshold 360•Tampa, FL
•Hybrid
About The Position
Threshold 360 is seeking a Customer Success Manager to own and grow customer relationships and build the Customer Success function as the company scales. This is a ground-floor leadership role where the individual will help define customer success strategies and redesign the CS playbook. The company has a decade of experience building a large platform for immersive 360° content, with over 20,000 venues and millions of daily views across various industries. Their latest product, Aether, transforms photo captures into cinematic video reels and immersive 3D experiences.
Requirements
- 2-5 years in SaaS customer success or account management with a proven track record in retention and renewals.
- Experience owning a renewal or expansion number, not just contributing to team goals.
- Ability to act as a trusted advisor and build relationships with operators.
- Clear, confident communicator comfortable presenting to various stakeholders (e.g., hotel GMs, DMO directors, venue operators).
- Ability to design strategies for clients to maximize content value and solve challenges.
- Comfort operating in an early-stage environment where structure is still being built.
- Technically curious with the ability to learn and explain a visual, fast-evolving product.
Nice To Haves
- Background in hospitality, tourism, entertainment, or an adjacent vertical.
- Experience with Threshold360's platform or similar visual content technology.
Responsibilities
- Own gross renewal rate and expansion revenue targets.
- Implement a proactive renewal cadence with structured 12-month touchpoints to add value and drive retention.
- Manage customer onboarding, platform adoption, and ongoing training for assigned accounts.
- Identify and close upsell and upgrade opportunities in partnership with Business Development.
- Conduct product demos for existing accounts interested in new capabilities.
- Provide direct input to the product roadmap, representing the customer perspective.
- Define CS infrastructure, including processes, playbooks, and tools.
Benefits
- Competitive base salary
- Performance bonus plan
- Stock options / equity participation
- Remote-friendly work environment with HQ access in Tampa, FL
- Flexible PTO and sick time
- Health and dental coverage
- Path for continued professional growth and leadership
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
