Customer Success Manager

WeVideo-posted 3 months ago
Full-time • Mid Level
11-50 employees
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WeVideo is the leading full-cycle video learning platform for content creators, businesses of all sizes, and educational institutions. We are a Google Play Editors' Choice selection with over 12 million downloads, and our product is used by more than 6,500 schools to enhance classroom learning. We have a current opening for a Customer Success Manager to ensure our customers achieve maximum value from our video learning platform, driving product adoption, retention, and growth. This role provides a chance to demonstrate your relationship management skills and take your career to the next level in the field of Customer Success.

  • Act as the primary point of contact for a portfolio of WeVideo clients, guiding them through the customer journey from onboarding to renewal.
  • Proactively monitor customer health and usage data to identify and mitigate churn risks, while also pinpointing opportunities for expansion/upselling by partnering with our sales teams on outreach.
  • Develop and execute strategic success plans that align WeVideo's platform capabilities with the customer's desired business or educational outcomes.
  • Track customer usage, feature adoption, and general sentiment within the platform to identify users who may need additional support or training.
  • Maintain accurate records of all client interactions, activities, and account health within Salesforce for data management and client interactions.
  • Be the voice of the customer internally, collaborating with Product, Sales, and Marketing teams to improve the user experience, product performance, and overall client satisfaction.
  • Lead Monthly and Quarterly Business Reviews (QBRs) and high-touch presentations to showcase value and demonstrate ROI.
  • Cultivate a deep curiosity to go beyond the designated role by creating and curating helpful assets and resources to enhance client support and drive feature adoption.
  • Previous experience in a Customer Success Manager (CSM) role at a SaaS company is required.
  • OR Extensive, hands-on experience using WeVideo products as a teacher, end user, or administrator with a deep understanding of its applications in education or business.
  • Proficiency in Salesforce for data management, reporting, and tracking client interactions.
  • Strong ability to manage multiple priorities and initiatives effectively across a diverse customer portfolio.
  • Excellent presentation and communication skills, with a proven ability to lead client meetings and simplify technical concepts.
  • Demonstrated empathetic approach to customer relationship building and conflict resolution.
  • Proven capability to collaborate with multiple stakeholders and departments (e.g., Sales, Support, Product) to boost client satisfaction and resolve issues.
  • Competitive compensation
  • Flexible PTO and Paid Holidays
  • Medical Insurance with United Health Care: Employee Premiums covered at 100% and Dependent Premiums covered at 80%
  • Vision/Dental Insurance with Guardian: Employee Premiums covered at 100% and Dependent Premiums covered at 70%
  • Remote Work opportunity
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