Wowza · 2 days ago
Customer Success Manager
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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
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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.
Preferred
Experience with CRM software (e.g., HubSpot) and customer success platforms is a plus.
Benefits
Medical, Dental, and Vision insurance available 1st day of employment
Generous Paid Time Off
401(k) with strong company match
Dependent Care Flexible Spending Account
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Parental Leave
Short-Term and Long-Term Disability
Training & Development
Employee Assistance Program (EAP)
Company
Wowza
Wowza is the experienced and trusted partner for reliable, scalable video solutions.
Funding
Current Stage
Growth StageTotal Funding
unknown2021-06-10Acquired· by Clearhaven Partners
2012-03-28Private Equity· Undisclosed
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