Customer Success Manager

SundaySky•New York, NY

3h•$95,000 - $110,000•Remote

About The Position

SundaySky is the leading enterprise video personalization platform for CX, Marketing, Sales, and more. The company's mission is Unlocking Video for Business: empowering teams to deploy data-rich video programs that drive valuable outcomes. Our customers have achieved breakthrough results from personalized video including: Banking: Digital banking adoption — video education driving enrollment in online banking, mobile app, eStatements, and bill pay. Outcomes: 12–15% increase in digital enrollment. Financial Services: Financial literacy and vesting education — explaining vesting schedules, catch-up contributions, and investment basics. Outcomes: 3x plan enrollment rates vs. traditional communications, 2x deferral increases. Healthcare: Member health engagement — personalized video communications driving participation in wellness programs, preventive care, and chronic condition management. Outcomes: 271% increase in response rates, 800% increase in digital engagement, 2x improvement in customer health scores. Results like these are made possible by close partnership between SundaySky's customers and our Customer Success team. You'll work in strategic partnership with customers, helping them launch successful programs that are attributable to clear and defensible business value. The ideal candidate has a SaaS Customer Success background with experience defining and executing on strategic plans and working with customers to repeatedly deliver measurable value.

Requirements

Minimum 3 years of customer success experience across Enterprise accounts.
Practiced at running executive business reviews, building mutual success plans, and walking sponsors through outcome data.
Hands-on experience designing A/B tests, hold-out comparisons, and attribution methodologies that tie program performance to clear business outcomes.
A track record of meeting or exceeding renewal and expansion quotas in a CSM or hybrid commercial role.
Strong communication skills across all levels of an organization, up to C-level.
Self-motivated and able to thrive in a results-driven environment.
Comfortable context switching and working with customers across core industries including Banking, Financial Services, Healthcare, Insurance, and SaaS/Tech.

Nice To Haves

Customer Success experience at a creative software company (video, design, media)
Familiarity with video distribution and measurement including embeds, viewership metrics, and video engagement optimization (or a willingness to learn)

Responsibilities

Serve as a strategic consultant to customers, helping them design, deliver, and measure personalized video programs.
Inspire initial adoption and ongoing usage of SundaySky's platform for new and existing customers.
Develop deep platform expertise and apply it to help each customer reach their goals.
Grow customer lifetime value through adoption, sustained usage, satisfaction, and NPS scores.
Partner with the product team to share market feedback to aid the development and prioritization of the roadmap.
Secure a 90%+ Gross Dollar Retention rate for your territory. Plan and execute data-led churn reduction tactics, with an eye toward scale and process optimization.
Identify new user groups and expand usage into new teams within existing accounts.