Customer Success Manager

About The RoleThe Customer Success Manager will be responsible for ensuring customers and partners are receiving a world-class post-sale customer care and technical service program. The organization's growth strategy is underpinned by successfully pivoting to a recurring offering with existing and new products. The CSM team is crucial in establishing the relationship between the organization and its customers, by partnering with customers to implement, adopt, and support them.This role drives proactive customer care and service and ensures smooth customer renewal and high customer satisfaction. Initially, success metrics will focus on Customer Satisfaction (referrals, testimonials, CSAT etc) and in time, additional metrics used to monitor success are likely to be around ARR growth, NRR rates, NPS, Customer engagement (health scores) and others.Key ResponsibilitiesDrive customer success outcomes with a clear path to value for each customer relationship. The goal is for customers to want to stay with the organization, maximize the value of offers through strong software adoption, and be happy to refer to and advocate the value that the organization brings, leading to new business growth.With exceptional customer intelligence gained through trusted relationships, work in partnership with Post-Sales departments, Sales and Marketing organization to support renewals and seize opportunities for cross-sell and upsell.Define the customer journey as part of the CS Strategy that maps the experience, moments that matter, and defines inflection points through the journey that allow for standardization and scaling of customer care and technical support offerings, always looking for opportunities to improve.Deliver a world-class Customer Enablement program across segments that onboards customers to a new experience, provides them with the best resources and training for them to be successful, developing a strong and trusted relationship because they know the organization is committed to their success.Contribute to a world-class CSM team that is engaged and purpose-driven, by focusing on attracting the best talent and creating a strong culture of collaboration and innovation within the team.Measure and optimize success with the right processes and technology in place to maximize insight points that allow effective measurement, tracking, and improvement of performance.Use a combination of internal intelligence and analysis combined with thought leadership across the industry to influence ongoing strategy, proposals to the executive team, and feedback loops to influence future roadmaps.Build a Customer Success mindset across the organization through effective partnership working, advocacy, and strong credibility as a Customer Success leader.Required QualificationsCommunications, engineering, marketing degree or similar.Very good knowledge of tools and software for video/TV production.5+ years' experience in broadcast production, broadcast systems vendor (service team) or similar.Basic knowledge of Cloud and IP environments.Proven track record of working in problem-solving and coordinating/team-leading roles.Familiarity with products for operations or maintenance activities will be an added value.Highly organized and able to multi-task.Self-driven and proactive nature.Excellent communication and interpersonal skills.Demonstrate leadership qualities.Knowledge of customer success processes.Experience in document creation.Patient and active listener.Passion for service.BenefitsHealth Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.Retirement Plans: 401(k) plan with company match to help you plan for your future.Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.Life and Disability Insurance: Life insurance and both short-term and long-term disability insurance to provide peace of mind.Professional Development: Opportunities for ongoing training.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”