Customer Success Manager

RedHolt Ltd; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A global OTT software leader based in Toronto is seeking a Customer Success Leader to drive customer retention and deliver impactful solutions for high-profile media clients. The ideal candidate will have 7-10 years of experience in Customer Success or Account Management, with strong relationship-building skills. This role involves overseeing project delivery and collaborating with various teams to ensure customer success.

Qualifications

• 7–10 years of experience in Customer Success, Account Management, or Consulting.
• Strong track record of building deep customer relationships.
• Solid technical understanding with OTT video domain knowledge.

Responsibilities

• Lead the delivery of large-scale development projects.
• Monitor and report on key customer metrics.
• Build strong relationships with customer stakeholders.

Skills

Customer Success Management

Account Management

Project Management

Stakeholder Management

Data Analysis

Communication

Education

Bachelor's degree in Business or related field

Job description

Overview

You will lead customer success initiatives, foster strong relationships, drive growth, and ensure customer retention for global media and OTT names.

Job Details

Customer Success Leader – Media, Sports & Entertainment

Location : Toronto

About Us

We are a global leader in OTT software for Tier 1 media, sports, and entertainment. In just four years, our team has grown to 300+ colleagues worldwide, powering innovative solutions for iconic customers — from the New York Yankees to some of the world’s largest telecom providers.

Founded by seasoned executives from Disney, HBO, and AT&T, we’ve built a culture rooted in transparency, collaboration, and fairness. Our teams thrive on tackling the toughest challenges in OTT video — delivering massive scale, rock-solid resilience, and exceptional performance. If you’re seeking a fast-growing, high-performing, and supportive environment where you can make a real impact, this is the place to be.

About the Role

We’re looking for a Customer Success Leader who is passionate about building world-class customer experiences. You’ll work with some of the biggest names in media, sports, and entertainment, helping them achieve business impact while driving value from our solutions.

This role is perfect for experienced professionals in Customer Success, Account Management, or Consulting who thrive in a fast-paced growth environment. You’ll report directly to the Global Head of Customer Success & Analytics.

What You’ll Do

• Lead the delivery of large-scale development projects, ensuring quality, timeliness, and budget alignment.
• Monitor and report on key customer metrics, including satisfaction, retention, and growth.
• Build strong, trusted relationships with customer stakeholders, serving as their primary contact.
• Oversee onboarding and training to maximize adoption and ROI.
• Collaborate with Engineering, Product, Sales, and Marketing to advocate for customer needs.
• Analyze KPIs and customer data to drive improvements and strategic insights.
• Present achievements, challenges, and opportunities to senior management.

What We’re Looking For

• 7–10 years of experience in Customer Success, Account Management, or Consulting.
• Strong track record of building deep customer relationships and delivering measurable impact.
• Solid technical understanding, ideally with OTT video domain knowledge.
• Experience with SDLC, Agile methodologies, and program / project management.
• Excellent communication skills, with the ability to influence diverse, cross-functional teams.
• Analytical thinker with high emotional intelligence and a collaborative mindset.
• Passion for technology, continuous learning, and customer advocacy.
• Bachelor’s degree in Business, Information Systems, Engineering, Math, or Science (preferred)