200+ applicants

Company

Original Job Post

Wowza · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Mid Level

$85K/yr - $95K/yr

2+ years exp

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Responsibilities

Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of our SaaS platform

Collaborate with the sales team during the pre-sales process to understand client needs and expectations and develop customized onboarding plans accordingly

Proactively monitor and analyze client usage data to identify trends that require action

Develop strategies and initiatives to increase client engagement and maximize revenue retention

Identify opportunities for customers to adopt additional Wowza product and services based on needs and usage patterns

Work closely with the sales and marketing teams to develop targeted campaigns and initiatives to promote additional services and features to existing clients

Build and maintain strong, long-lasting relationships with key stakeholders within client organizations

Serve as the primary point of contact for client inquiries, issues, and escalations, ensuring timely and effective resolution

Conduct regular check-ins and business reviews with clients to gather feedback, address concerns, and identify opportunities for additional value delivery

Act as a trusted advisor to clients, providing guidance and best practices to help them achieve their business objectives

Advocate for client needs and priorities internally, ensuring alignment with product development and service delivery efforts

Effectively communicate internally and externally and notable items that may impact the customer relationship

Establish key performance indicators (KPIs) and metrics to measure the success of customer success initiatives within your book of business

Track and analyze relevant metrics, providing regular reports and insights to internal stakeholders

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessAccount ManagementSaaS IndustryVideo StreamingRevenue RetentionFinancial MetricsProject ManagementProblem-SolvingCommunicationInterpersonal SkillsTime ManagementStrategic ThinkingCRM softwareHubSpotCustomer success platforms

Required

Proven experience in customer success or account management within the SaaS industry. 2+ years experience working within video streaming highly preferred

Strong understanding of revenue retention, and other relevant financial metrics

Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal team members cross functionally

Demonstrated ability to manage multiple clients and projects simultaneously, while maintaining attention to detail and meeting deadlines

Strategic thinker with a proactive and results-oriented approach

Bachelor's degree in business administration, Marketing, or related field preferred