Customer Success Manager

Customer Success Manager NPAW is the leading video intelligence company helping online streaming services grow. A global pioneer in its space, NPAW has over a decade of experience developing ground-breaking, scalable analytics solutions to optimize performance and user engagement, to build media experiences that maximize revenue. Its Suite of analytics apps provides advanced visibility of platform performance, audience behavior, advertising and content efficiency, and app navigation in real-time to support data-driven decisions. NPAW serves more than 150 video services and processes, with over 200 billion plays per year worldwide. Established in 2008 by co-founders of the video streaming service Rakuten TV, NPAW has offices in Barcelona, Madrid and Lisbon with teams around the world. For more information, visit https://npaw.com . DESCRIPTION As a Customer Success Manager, your mission is to drive the organization’s growth by enhancing profitability, reputation, and customer satisfaction. You will deeply understand our customers' needs and effectively communicate the value we bring, ensuring their success and solving their challenges. RESPONSIBILITIES Manage the annual renewal of the client portfolio and ensure annual growth by driving upsell and cross-sell opportunities within your portfolio. Drive customer retention and growth as your primary objective by proactively identifying expansion opportunities and ensuring long-term satisfaction. Guarantee our customers are receiving appropriate support from all areas of the business and follow up every issue. Proactively offer ideas and insights to improve the customer's issues and challenges. Act as the liaison between the customer and other departments and communicate with internal and external partners to meet customer expectations. Provide progress analysis related to customer engagement. Monitor and provide support on the implementation of service agreements. Detect future product needs. REQUIREMENTS +7 years of experience in customer-facing roles with a proven ability to deliver results. Proven experience in key account management in a SaaS environment. Customer oriented person with a strong focus on results. Strong communication skills both in person and in writing. Understanding of the strategic sales process. Strong organizational skills with an ability to manage client demands. Ability to understand technical documentation and extract the product value. English is a MUST; Spanish and French are a plus! Willing to travel up to 15% of the time. Background in online media delivery technologies (video formats and codecs, video delivery protocols, Player technologies...) will be a plus. Ideally located in Barcelona or Madrid, but candidates in Europe or the Middle East will be considered. Follow us on Linkedin and Twitter to see what we are up to, or have a look at Instagram to see what it's like to work at NPAW! We celebrate the diversity, and we want our employees to reflect those differences. At NPAW, we’re committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status, or any other characteristic protected by applicable law. Department Customer Success Role Customer Success Manager Locations Barcelona, Spain , Madrid, Spain Remote status Hybrid Employment type Full-time Seniority level Mid-Senior level Barcelona, Spain