Sr. Customer Success Manager

Backlight; New York (NY); Remote; USD 100,000 - 120,000; Full time

Job summary

Backlight, a fully remote company, seeks a Senior Customer Success Manager to own the success of high-value North American clients, driving measurable outcomes, maximizing platform value, and influencing product direction.

You will build deep relationships with senior stakeholders, guide customers on Iconik and Wildmoka, manage renewals and expansions, monitor health signals, and collaborate with Product, Engineering, and Sales to align roadmaps and growth.

Qualifications

• 6+ years owning customer relationships in enterprise SaaS.
• Experience with content/workflows/asset lifecycle management.
• Proven ability to influence senior executives and drive outcomes.
• Strong ability to manage multiple complex accounts.

Responsibilities

• Build deep strategic relationships with senior client stakeholders.
• Act as expert on Backlight's platform (Iconik and Wildmoka).
• Own renewal and expansion strategy to grow accounts.
• Monitor client health and translate data into insights.
• Coordinate with Product, Engineering, and Sales to align roadmaps.
• Advise clients on industry trends and best practices.

Skills

Enterprise SaaS

Executive relationship management

Account management

Education

Bachelor's degree or equivalent

Job description

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.

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 Sr. Customer Success Manager, you will own the success of some of Backlight's high-value clients in North America. 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 (Iconik and Wildmoka), guiding clients to optimal use and identifying new ways our solutions drive their success.
• Own the renewal and expansion strategy for your accounts, identifying opportunities to deepen our partnership, drive new revenue with the install base and grow our footprint.
• 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.

Requirements

• 6+ years of experience owning customer relationships in enterprise SaaS with a focus on content, workflows, and/or asset lifecycle management. High-level understanding of video formats, ingest, delivery, and distribution.
• 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.
• Demonstrated ability to manage multiple complex accounts, balancing competing priorities and driving projects to completion.

Work Arrangement

Location: Fully remote
Eligible locations: US

The anticipated salary range for this position is $100,000-$120,000 annually, depending on experience, skills, and geographic location. This role also features a variable compensation structure (commissions) in addition to the base salary and benefits.