Note: The job is a remote job and is open to candidates in USA. 5V Video is a video technology company building interactive experiences for sports, entertainment, and media brands. The Senior Customer Success Manager will manage strategic client relationships, maximize platform value, drive renewals and expansion, and coordinate with Product, Engineering, Sales, and delivery teams while leading customer success activities and a team member.
Responsibilities
- Managing a portfolio of strategic client accounts and building senior-level relationships
- Creating proactive account plans, monitoring customer health, adoption, risks and opportunities
- Using data and product insights to drive customer strategy and identify expansion opportunities
- Leading strategic client discovery and needs-analysis conversations
- Managing renewals, upsells and expansion across your accounts
- Acting as the voice of the customer and working with Product and Engineering to address client needs
- Leading complex customer issues and escalations cross-functionally
- Managing an existing Customer Success team member, with scope to grow the team as the business expands
- Work closely with teams across Product, Engineering, Sales and delivery
Skills
- • 5+ years' experience in Customer Success, Strategic Account Management, Client Services, Consulting or a similar client-facing role
- • Experience within video, streaming, sports, media or entertainment
- • Proven experience managing and growing strategic accounts , including renewals, upsells and expansion
- • Strong analytical and data-driven approach
- • Strong technical and product acumen , with the ability to understand and communicate complex software products
- • Experience managing senior/executive-level clients and complex escalations
- • Strong cross-functional leadership and stakeholder management skills
- • Highly proactive, organised and commercially minded
- • SaaS or technology platform experience
- • Previous experience in leading a small team/having direct reports
Benefits
- Comprehensive US benefits package
- Fully remote, US-based
Company Overview