About this role
Job title: Enterprise Customer Success Manager
About the Role We are seeking an Enterprise Customer Success Manager (CSM) to manage and grow relationships with high-value customers, driving measurable outcomes and long-term success. You will lead onboarding, accelerate adoption, and develop success strategies aligned to customer business objectives, acting as a strategic partner to both operational and senior stakeholders. You will collaborate cross-functionally to ensure a seamless customer experience while identifying opportunities for retention and growth.
What You'll Do
- Develop and execute customer success plans aligned to business goals, use cases, and desired outcomes.
- Lead onboarding and adoption initiatives to accelerate time-to-value and deepen product utilization.
- Build a strong understanding of customer workflows, priorities, and KPIs to guide effective solution usage.
- Build and maintain relationships with key stakeholders across business and technical teams.
- Lead regular business reviews (QBRs) and customer touchpoints to track progress, align on goals, and demonstrate value.
- Act as a trusted advisor by proactively identifying challenges and recommending solutions.
- Partner with Sales and Account teams to identify expansion opportunities and support account growth.
- Monitor account health, identify risks early, and execute mitigation strategies to support retention.
- Contribute to renewal planning by reinforcing value realization and aligning on future goals.
- Work closely with Product, Support, and Services teams to resolve issues and improve the customer experience.
- Provide structured customer feedback to inform product improvements and roadmap discussions.
- Contribute to improving internal processes and playbooks that scale Customer Success efforts.
- Analyze usage data, adoption trends, and KPIs to identify risks and opportunities.
- Deliver actionable insights and recommendations to customers based on data.
- Support customers in measuring ROI and business impact from solutions.
What We're Looking For
- Bachelor's degree or equivalent experience required
- 5–7+ years of Customer Success, Account Management, or related experience
- Experience managing mid-to-large enterprise or complex accounts
- Strong communication and presentation skills, with experience engaging multiple stakeholder levels
- Ability to translate customer goals into actionable success plans
- Proficiency with tools such as Salesforce, Gainsight, or similar platforms
- Demonstrated ability to drive adoption, retention, and customer satisfaction
- Self-starter who can manage multiple accounts and priorities with moderate autonomy
- Background in Media & Entertainment or familiarity with content creation workflows is a plus
Nice to Have
- Background in Media & Entertainment or familiarity with content creation workflows is a plus.