Customer Success Manager

5V Video; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

5V Video is seeking a Senior Customer Success Manager in the United States to be the main contact for strategic clients and help them maximize value from the platform.

You will own renewals, upsells and expansion conversations, lead client discussions, and collaborate with Product and Engineering to address client needs. This is a highly client-facing, commercially minded role with room to grow as the customer base expands.

Qualifications

• 5+ years in Customer Success, Strategic Account Management or a similar role.
• Experience in SaaS or technology platform business.
• Track record of managing and growing strategic accounts, including renewals, upsells and expansion.
• Confidence leading conversations with senior and executive-level clients, including during escalations.

Responsibilities

• Act as main point of contact for a portfolio of strategic clients, building trusted relationships up to executive level
• Lead regular client conversations, discovery sessions and account reviews
• Own renewals, upsells and expansion conversations directly with clients
• Handle complex client issues and escalations, and keep clients informed and confident
• Represent the client internally, working with Product and Engineering to address needs
• Track customer health, adoption, risks and opportunities across accounts
• Manage an existing Customer Success team member, with scope to grow the team

Skills

Customer-facing

Ad-Tech / CTV / OTT

SaaS / tech platform

Account renewals & upsells

Leadership / team management

Data-driven / analytical

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 be the main point of contact for some of their most strategic clients. You’ll own these relationships day to day, be the person clients turn to, and help them get the most out of the platform while finding opportunities to grow those accounts. It’s a highly client-facing, commercially minded role with genuine scope to grow as the customer base expands.

What you’ll be working on:

• Acting as the main point of contact for a portfolio of strategic clients, building trusted relationships up to executive level
• Leading regular client conversations, discovery sessions and account reviews
• Owning renewals, upsells and expansion conversations directly with your clientsHandling complex client issues and escalations, and keeping clients informed and confident throughout
• Representing the client internally, working with Product and Engineering to address their needs
• Tracking customer health, adoption, risks and opportunities across your accounts
• Managing an existing Customer Success team member, with scope to grow the team

What they’re looking for:

• Significant customer-facing experience within Ad-Tech, CTV or OTT. This is essential.
• 5+ years in Customer Success, Strategic Account Management or a similar client-facing role
• Experience in a SaaS or technology platform business
• A track record of managing and growing strategic accounts, including renewals, upsells and expansion
• Confidence leading conversations with senior and executive-level clients, including during complex escalations
• Experience leading a team or managing direct reports
• A data-driven, commercially minded approach and the technical confidence to explain complex software products

Important things to know:

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