Customer Success Manager

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About the Opportunity

The company is a leading provider of data and analytics for subscription media services in the U.S. Its standardized metrics, competitive benchmarks, syndicated insights, and market intelligence are trusted by some of the most recognized and respected brands across media and entertainment sectors. Using a proprietary AI-powered approach, the organization connects subscription activities with real consumer viewership to provide services, studios, and creators with an unmatched, market-wide view of subscriber behaviors to better understand acquisition, retention, and engagement.

This role is for a Customer Success Manager who will be responsible for growing and managing the organization's most critical customer relationships. The individual will be an expert and an advocate of the customer’s business needs and will work to utilize the entire suite of the company's data, metrics, and resources to meet their needs. Collaboration will be regular with the co-founders, Analytics, Product, and Sales teams to ensure the organization is delivering on its promise to its customers and building the must-have data products.

The role will report to the Senior Customer Success Manager. The organization operates on a remote-first model and welcomes applicants from anywhere in the United States.

Key Responsibilities

• Own the customers’ experience with the company and its products, ensuring engagement, adoption, retention, and growth.
• Act as the customers’ trusted advisor as an expert of their needs, challenges, and organization, equipping them with tailored applications or usage of existing company data & products. Understand their workflows and challenges and where the company's data can deliver value.
• Drive new use cases and value propositions with customers by aligning their business objectives to new applications of the company's data.
• Collaborate with the full commercial team to expand customer relationships and execute on growth strategies. This includes tracking customer health metrics and proactively addressing them with support and in collaboration with the team.
• Effectively onboard, guide, and support customers through the full customer lifecycle. Showcase how the company's offerings can support strategic decision making.
• Serve as the voice of the customer for the organization – partner closely with the product team to provide quick but comprehensive feedback loops, give inputs that drive prioritization of new product features, etc. Simultaneously, fully understand the required trade-offs and timelines needed by the product team.

Required Qualifications

• A strong track record in customer success or client service.
• Experience owning enterprise accounts and consistently exceeding retention quotas.
• Excellent communication skills, especially with technical or complicated products. Experienced with presenting to and influencing key stakeholders at all levels of an organization.
• Thrives in dynamic environments where there is change and ambiguity.
• 2-4 years of relevant experience.

Preferred Qualifications

• Fascination with the new subscriber economy — streaming and related areas — and developed deep relationships across the ecosystem.
• Previous experience working inside innovative, high-growth companies trying to disrupt the status quo.
• Experience working with viewership data.

Compensation

Total annual earnings range from $90,000 to $120,000, which includes a base salary and a performance-based quarterly bonus. In addition, the incoming Customer Success Manager is eligible for company equity. The final compensation will be determined after evaluating a candidate’s experience, skills, etc.

About the Organization

The organization is a leading provider of data and analytics for the U.S. Subscription Economy. Its standardized metrics, competitive benchmarks, syndicated insights, and market intelligence are used by some of the most trusted brands across media and entertainment sectors to better understand subscriber behavior and successfully navigate the rapidly changing consumer subscription landscape.

The organization is powered by a dedicated group of individuals who are intellectually curious, passionate about service, and committed to supporting the needs of the organization's clients and each other every day. As a small remote-first team, team members have the opportunity to work alongside senior leaders and professionally grow with an early-stage team.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.