Senior Customer Success Manager, Enterprise

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as a strategic advisor to enterprise clients, assisting them in designing, implementing, and assessing personalized video initiatives.

• Cultivate relationships with daily users, program managers, and executive stakeholders.

• Oversee the entire lifecycle for new enterprise clients, from initial kickoff and onboarding to proof of value and renewal.

• Discover and initiate additional use cases by involving new teams and customer pathways.

• Develop expertise in the platform and leverage it to help clients achieve their objectives.

• Create renewal value propositions based on quantifiable business results such as renewal rates, enrollment metrics, and call deflection.

• Take ownership of renewals and add-ons in alignment with a renewal quota.

• Keep current forecasts updated with confidence levels and start renewal planning 120 days in advance.

• Collaborate with Account Directors on larger expansion opportunities.

• Provide market insights to the product team to aid in roadmap development and prioritization.

⛳️ Requirements

• Minimum of 5 years in customer success or account management, including at least 3 years managing enterprise accounts.

• Proven experience leading executive business reviews with VP and C-level sponsors.

• Skilled in developing mutual success plans and presenting outcome data.

• Experience in measuring outcomes against a baseline or comparison.

• Proficiency in designing A/B tests, holdout comparisons, or attribution methods linked to business results.

• Individual ownership of renewal quotas as part of a compensation plan.

• Experience in handling upsell or add-on quotas is advantageous.

• Familiarity with navigating enterprise renewals through complex procurement, security assessments, and competitive RFP processes.

• Background working with enterprise clients in regulated sectors such as health plans, retirement and wealth management, insurance, or banking.

• Understanding of how legal and compliance reviews impact product delivery timelines.

• Customer Success experience within a creative software company is a plus.

• Knowledge of video distribution and measurement, including embeds, viewership metrics, and video engagement optimization, or a willingness to learn.

🏝️ Benefits

• Variable compensation.

• Equal opportunity employment.

• Inclusive work environment.