Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of Customer Outcomes and Relationships.

• Manage a portfolio valued at approximately $2 million in ARR, encompassing both business and enterprise clients.

• Lead the customer onboarding process and assist teams in quickly realizing value.

• Establish trusted relationships with daily users, champions, and executive stakeholders.

• Develop success strategies and conduct proactive check-ins, business reviews, and on-site meetings for key accounts.

• Gain a deep understanding of each customer's content workflow, objectives, and limitations, then advise them on maximizing value from OpusClip.

• Monitor product usage, engagement, and stakeholder sentiment to identify potential risks early and formulate a clear recovery plan.

• Act as the voice of the customer for our product, sales, and technical teams.

• Take responsibility for Renewals and Organic Growth.

• Manage the renewal pipeline for your portfolio from initial planning to final signature.

• Maintain precise CRM records, forecasts, next steps, and risk assessments—ensuring no last-minute surprises.

• Lead renewal discussions and negotiate commercial terms within your jurisdiction.

• Identify and secure natural expansions, such as additional seats or increased usage within an existing team.

• Collaborate with Account Executives on larger or more complex opportunities involving new teams, buyers, or enterprise-wide sales.

• Balance customer advocacy with sound commercial judgment and a focus on long-term retention.

• Operate Like an Owner.

• Effectively prioritize tasks across onboarding, strategic accounts, renewals, and customers at risk.

• Independently diagnose issues and propose solutions, rather than merely escalating problems.

• Create streamlined, repeatable processes where beneficial, without waiting for perfect systems or extensive support.

• Collaborate closely with Sales on handoffs, expansion opportunities, and account strategy.

• Partner with technical specialists when customers require assistance with APIs, livestreaming, or advanced workflows.

• Share insights and patterns that enhance the customer experience and improve the overall B2B business.

⛳️ Requirements

• 4+ years of experience in SaaS customer success, account management, or a similar role that combines strategic relationship management with commercial responsibility.

• Experience in media, video, content creation, or a closely related technology sector.

• Proven track record of managing renewals, retention, and expansion results, rather than just adoption or support metrics.

• Strong commercial acumen and confidence in negotiating with customers.

• Executive presence and the ability to communicate effectively with both end users and senior stakeholders.

• Experience thriving in an early-stage or rapidly evolving company with minimal structure and resources.

• Excellent organizational skills and pipeline management across a significant portfolio.

• Ability to analyze product usage and customer signals, uncover underlying issues, and take proactive action.

• Willingness to learn a technical product and work collaboratively with technical teams.

• Readiness to travel occasionally for customer meetings.

🏝️ Benefits

• Competitive compensation.

• Performance-based incentives.

• Comprehensive medical, dental, and vision benefits.