Sr. Customer Success Manager

Backlight; United States; Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Commissions

Benefits

Job summary

Backlight, a global media technology company, is seeking a Sr. Customer Success Manager to own the success of high-value North America clients. You will ensure measurable business outcomes, maximize platform value, and position Backlight as an indispensable partner, influencing product direction and growth.

Responsibilities include managing executive relationships, guiding platform use (Iconik and Wildmoka), and driving renewal/expansion while monitoring health metrics to accelerate adoption.

Qualifications

• 6+ years owning customer relationships in enterprise SaaS.
• Ability to translate complex client needs into clear actions.
• Excellent at engaging senior executives and building trust.
• Experience managing multiple complex accounts and delivering projects.

Responsibilities

• Build strategic relationships with senior client stakeholders and position Backlight as a critical enabler of business imperatives.
• Become the definitive expert on Backlight's platform (Iconik and Wildmoka) and guide clients to optimal use.
• Own renewal and expansion strategy, identifying opportunities to deepen partnerships and drive revenue.
• Monitor client health and usage, translating data into actionable insights to accelerate adoption.
• Align across Product, Engineering, and Sales to ensure our roadmap supports client growth.
• Advise clients on industry trends and best practices to maintain competitive advantage.

Skills

Enterprise SaaS

Executive engagement

Content workflows

Account management

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.

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

We're looking for someone who thrives on driving client success and shaping long term partnerships.

• 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 $110,000-$140,000 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.