Sr. Customer Success Manager

Sr. Customer Success Manager Apply The Mission Backlight is a global media technology company dedicated to improving the entire video content lifecycle, from creation to monetization. Our suite of SaaS solutions empowers creative teams at every stage of production. As our Strategic Customer Success Manager, you will own the success of Backlight's most critical clients. You'll ensure they achieve measurable business outcomes, maximize platform value, and see Backlight as an indispensable partner, directly influencing our product direction and growth. Responsibilities Build deep, strategic relationships with senior client stakeholders, positioning Backlight as a critical enabler of their business imperatives. Act as the definitive expert on Backlight's platform, guiding clients to optimal use and identifying new ways our solutions drive their success. Proactively monitor client health and usage, translating data into actionable insights that preempt issues and accelerate adoption. Drive internal alignment, championing client needs across Product, Engineering, and Sales to ensure our roadmap and services directly support their growth. Advise clients on industry trends and best practices, helping them leverage Backlight to navigate market shifts and achieve competitive advantage. Own the renewal and expansion strategy for your accounts, identifying opportunities to deepen our partnership and grow our footprint. Requirements We're looking for someone who thrives on driving client success and shaping strategic partnerships. 5+ years owning strategic customer relationships in SaaS, specifically within media production, digital content, or creative technologies. A track record of translating complex client needs into clear action, driving measurable business outcomes. Exceptional ability to engage and influence senior executives, articulating value and building trust. Sharp analytical skills to interpret usage data, identify trends, and proactively guide client strategy. Demonstrated ability to manage multiple complex accounts, balancing competing priorities and driving projects to completion. Bonus points Familiarity with cloud-based SaaS platforms and comfort with data analytics tools. Work Arrangement Location: Fully remote — work from anywhere within approved regions/time zones. Time zone: US Department Technical Sales & Customer Success Locations US - Remote Remote status Fully Remote Why Backlight? Where great products get built. Working at Backlight means joining a product-led, mission-driven company that values creativity, curiosity, and collaboration. We build technology that helps storytellers do their best work. — Build at Scale: Work on products that power the world's biggest media brands. — Own Your Impact: Join a culture built on trust, where individual contributors have a massive say in the roadmap. — Backlight Holiday: Extra paid time off between Christmas and New Year's so you can fully disconnect.