Customer Success Manager

 What you’ll do

• Work with our existing customers (creators, founders, & CEOs) to help them grow their online video subscription businesses
• Establish deep relationships with new and existing customers, understanding their challenges, and offering strategic guidance to help them meet their goals and maximize their ROI
• Own the client experience by establishing rapport, providing training, identifying opportunities and driving product adoption
• Expand current customer accounts through upsell opportunities of products and services
• Negotiate and close renewals
• Own data and analytics for all things related to the customer including segmentation, account health, adoption, NPS, and churn
• Become an industry expert by continuously seeking out and learning industry trends and best practices
• Act as an escalation liaison between the customer, Technical Support, and Product Development to help resolve technical issues blocking product adoption
• Provide customers with marketing, industry and platform best practices 
• Connect customers with ecosystem partners (i.e. software, agencies, production)
• Mitigate churn by proactively addressing leading indicators
• Maintain and update an accurate log of activity in our CRM system
• Partner cross-functionally with Product, Marketing and Sales to deliver a best-in-class customer experience 
• Preemptively spot patterns to improve usage and adoption

Do you have what it takes?

• 3+ years of Customer Success and/or Account Management, preferably in SaaS
• Excellent communication, presentation, written, negotiation and listening skills
• Demonstrated interest in the SaaS, online video, and influencer industries
• Growth mindset and a positive attitude
• Ability to organize and prioritize time and tasks
• Strong interpersonal skills to successfully communicate and negotiate with internal and external customers
• Graduate of a four-year university or equivalent professional experience