Customer Success Manager

5V Video; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

5V Video is seeking a Senior Customer Success Manager in the United States to own strategic client relationships and maximise value from the platform. You will work with Product, Engineering, Sales and delivery teams to understand needs, identify risks and turn insights into action.

The role offers real growth potential as the customer base expands, with a proactive, commercially minded mindset and cross-functional leadership across teams.

Qualifications

• 5+ years in customer success, strategic accounts or similar client-facing role.
• Experience with video, streaming, sports, media or entertainment industries.
• Proven ability to manage and grow strategic accounts, including renewals and upsells.
• Strong analytical and data-driven approach to decision making.
• Technical and product acumen to discuss complex software products.

Responsibilities

• Manage a portfolio of strategic client accounts and build senior-level relationships.
• Create proactive account plans, monitor health, adoption, risks and opportunities.
• Use data and product insights to drive customer strategy and expansion opportunities.
• Lead client discovery and needs-analysis conversations with stakeholders.
• Own renewals, upsells and expansion across accounts.

Skills

Strategic account management

5+ years experience

Video/streaming/entertainment

Analytical/data-driven

Technical/product acumen

Executive-level client management

Cross-functional leadership

Commercially minded

SaaS/tech platforms

Team leadership/small team

Job description

5V Video are working with a leading US-based video technology company building interactive experiences for some of the biggest names across sports, entertainment and media.

Their technology powers interactive broadcasts, streaming experiences and digital products for major global brands.

They're now looking for a Senior Customer Success Manager to take ownership of some of their most strategic client relationships, helping customers maximise the value they get from the platform while identifying opportunities to grow those relationships.

This is a proactive, commercially minded Customer Success role. You'll work closely with clients, Product, Engineering, Sales and delivery teams to understand customer needs, identify risks and turn customer insights into action. The role has genuine scope for growth as the company continues to expand its customer base.

What you'll be working on:

• Managing a portfolio of strategic client accounts and building senior-level relationships
• Creating proactive account plans, monitoring customer health, adoption, risks and opportunities
• Using data and product insights to drive customer strategy and identify expansion opportunities
• Leading strategic client discovery and needs-analysis conversations
• Managing renewals, upsells and expansion across your accounts
• Acting as the voice of the customer and working with Product and Engineering to address client needs
• Leading complex customer issues and escalations cross-functionally
• Managing an existing Customer Success team member, with scope to grow the team as the business expands
• Work closely with teams across Product, Engineering, Sales and delivery

What they're looking for:

• 5+ years' experience in Customer Success, Strategic Account Management, Client Services, Consulting or a similar client-facing role
• Experience within video, streaming, sports, media or entertainment
• Proven experience managing and growing strategic accounts, including renewals, upsells and expansion
• Strong analytical and data-driven approach
• Strong technical and product acumen, with the ability to understand and communicate complex software products
• Experience managing senior/executive-level clients and complex escalations
• Strong cross-functional leadership and stakeholder management skills
• Highly proactive, organised and commercially minded
• SaaS or technology platform experience
• Previous experience in leading a small team/having direct reports

Important things to know:

• A professional reference check will be conducted prior to client introduction.