Sr. Customer Success Manager - Remote

Overview

This role involves comprehensive relationship management for a top client, focusing on driving net revenue retention and strategic growth through proactive communication and advanced quality management.

In Short

• Manage relationships with a top-tier global client.
• Focus on retention and growth, targeting a 115%+ NRR rate.
• Identify key decision-makers and engage with senior executives.
• Drive product adoption and quality management.
• Conduct strategic business reviews and operational excellence meetings.
• Collaborate with sales on expansion strategies.
• Provide input on client health and risk profiles.
• Facilitate quality escalations and monitor trends.
• Coordinate client-specific reports and dashboards.
• Ensure adherence to contractual commitments.

Requirements

• 7+ years in global account management.
• 5+ years in the M&E space, specifically with Platforms/CE, Pay TV, or Publishers.
• 5+ years of leadership experience.
• 5+ years of technical implementation experience.
• Excellent verbal and written communication skills.
• Ability to analyze and resolve complex issues.
• Project management skills.
• Strong attention to detail and ability to prioritize tasks.
• Experience in driving solutions and upsell opportunities.
• Data analysis experience.

Benefits

• Health & wellness plans.
• 401(k) retirement with company match.
• Generous paid time off policy.
• Company provided car for eligible employees.
• Discretionary incentive/bonus based on performance.