Customer Success Manager

The Role: Customer Success Manager

We are seeking an experienced Customer Success Manager who is passionate about delivering exceptional customer experiences and helping some of the world’s leading media, sports, and entertainment brands thrive

This role is ideal for someone entrepreneurial, action-oriented, and continuously looking to learn and grow. As a CSM, you&aposll be a strategist, program manager, customer advocate, and driver of execution. You will work cross-functionally across departments and report into the Global Head of Customer Success & Analytics

Key Responsibilities

Customer Relationship Management

• Build and nurture strong relationships with key stakeholders, acting as the primary contact for day-to-day program needs, must have strong customer facing skills
• Address concerns and challenges with speed and empathy, ensuring long-term trust and satisfaction.

Customer Onboarding & Training

• Excellent project management experience
• Lead and manage the onboarding process to ensure smooth implementation and rapid value realization.
• Deliver or support training initiatives that drive product adoption, usage, and customer self-sufficiency.

Value Assurance & Reporting

• Manage high-impact projects from kickoff through to delivery, ensuring quality, timeliness, and budget alignment.
• Track and report on key customer success metrics, including satisfaction scores, retention, and upsell/cross-sell activity.
• Analyze product performance and customer feedback to generate insights and drive continuous improvement.
• Prepare executive-level reporting and presentations on milestones, risks, and opportunities.

What You’ll Need to Succeed

Mindset & Values

• Impact-driven – You take ownership, solve problems creatively, and lean in to drive outcomes—even outside your job description.
• Curious – You are endlessly inquisitive and constantly seek to understand root causes and improve processes.
• Supportive – You champion collaboration, foster trust, and put the broader team and customer needs first.
• Courageous – You speak up with conviction, believe in candid feedback, and thrive in a culture of mutual respect.

Skills & Experience

• Strong passion for building lasting client relationships and delivering business value.
• Proven ability to manage complex projects, develop detailed work plans, and lead cross-functional teams under pressure.
• Skilled in influencing both technical and non-technical stakeholders, including developers, data engineers, and product managers.
• Exceptional communication and presentation skills—able to tailor messaging to executives, partners, and operational teams.
• Strategically minded, with the ability to translate trends and platform data into actionable customer insights.
• Solid understanding of SDLC and Agile practices, enabling strong collaboration with technical teams.
• (Nice to have) Familiarity with the OTT ecosystem, technologies, and evolving industry trends.

Qualifications

• 7–10 years of progressive experience in customer success or project management
• Strong familiarity with software development processes and digital platforms.
• Proven success in managing client relationships in technology-forward environments.
• Comfortable working in a fast-paced, high-growth business with competing priorities.
• High emotional intelligence, self-awareness, and a collaborative nature.
• Bachelor’s degree in Business, Information Systems, Engineering, or related field preferred.