Strategic Customer Success Manager

About Us:
We’re a leading company in video streaming, dedicated to providing exceptional solutions to enhance audio, video, and real-time communication experiences, empowering our clients to engage their audiences in meaningful ways. From the leading industry player to innovative advertising solutions, our mission is to create immersive, video experiences that invite everyone to engage and interact. As we grow, we are seeking a Strategic Customer Success Manager to be the bridge between our technology and our customers, ensuring they maximize the value of our products.

Job Overview:

As a Strategic Customer Success Manager, you will play a critical role in building and nurturing strong, long-term relationships with our strategic customers. You are responsible for ensuring our video products drive measurable business outcomes and long-term growth for our customers.

In this role, you will lead the overarching account strategy, focusing on high-level partnership, retention, and expansion. You will work alongside a Technical Account Manager (TAM); while the TAM ensures the technical integrity and operational success of the platform, you will focus on the customer’s business objectives, ensuring our technology translates into their competitive advantage.

Key Responsibilities:

• Customer Relationship Management: Build and maintain strong relationships with customers, understanding their business needs, goals, and requirements to proactively deliver value.
• Success Planning: Develop and execute strategic "Success Plans" that align our video technology with the customer’s business KPIs (e.g., churn reduction, viewer engagement, ad revenue).
• Executive Presence: Conduct high-level Quarterly Business Reviews (QBRs) focusing on data, ROI, and future roadmaps.
• TAM Partnership & Orchestration: Act as the primary business counterpart to the Technical Account Manager (TAM). You will lead regular account health synchronizations to align the customer's business roadmap with the TAM’s technical stability plan, ensuring that technical milestones (like ad integrations or platform migrations) are directly contributing to the client’s overarching business KPIs.
• Strategic Renewal Leadership: Lead the end-to-end renewal strategy by articulating the realized value and ROI delivered throughout the contract term.
• Adoption & Enablement: Ensure the customer is utilizing the full breadth of the platform, not just the basic features.
• Feedback Loop & Customer Advocacy: Serve as the voice of the customer. Synthesize customer business needs into actionable insights for the Product team to influence the long-term roadmap.
• AI-Driven Insights: Leverage agentic AI tools to automate data collection and health-score monitoring, allowing you to focus on high-level strategic intervention and "Human-in-the-loop" decision-making.
• AI Workflow Optimization: Partner with our Product/Ops teams to refine AI agents that handle repetitive manual tasks (like meeting summaries, usage reporting, and basic documentation), freeing up your time for deeper customer strategy.

Required Skills:

• Consultative Approach: Ability to understand a customer’s business model (Media, Sports Broadcast, Enterprise) and map tech to revenue.
• Customer Focus: Passionate about supporting customers and making them successful.
• Relationship Management: Experience navigating complex organizations and managing stakeholders from Product Managers to Leadership Stakeholders.
• Proactivity and Initiative: Self-motivated with a proactive approach to anticipating customer needs and identifying areas for improvement.
• Video Industry Literacy: Understands the market of video (trends, monetization) without necessarily needing to debug a manifest file.
• AI-Augmented Productivity: A mindset focused on using AI to enhance personal impact. You are comfortable leveraging AI tools to synthesize large datasets, draft initial executive summaries, and automate routine administrative workflows, allowing you to spend more time on high-level strategy.

Preferred Qualifications:

• Data Storytelling: Skilled at using analytics to prove value.
• AI Prompt Engineering & Logic: Ability to guide and "direct" AI agents to retrieve specific business insights from our customer data platforms
• Experience with streaming technologies (e.g., HLS, DASH), video player configurations, and APIs.
• Business of AdTech: Ability to speak with customers about ad-revenue KPIs, such as CPM optimization, fill rates, and ad-delivery success as part of a broader business success plan.
• Previous experience in a SaaS, media, or video technology company.
• Existing connections in the industry.

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