Strategic Customer Success Manager (Video)

TL;DR

Strategic Customer Success Manager (Video Streaming): Managing high-level partnerships and ensuring strategic customers maximize the value of video products with an accent on business ROI, account growth, and retention. Focus on aligning technical milestones with customer business KPIs and leveraging AI tools for workflow optimization.

Location: Hybrid (Atlanta, Georgia, US)

Salary: $122,300 - $168,300

Company

Leader in entertainment innovation, creating immersive audio and video experiences that revolutionize how people enjoy entertainment worldwide.

What you will do

• Build and maintain strategic long-term relationships with key customers to deliver measurable business value.
• Develop and execute Success Plans aligned with customer KPIs such as churn reduction, viewer engagement, and ad revenue.
• Conduct high-level Quarterly Business Reviews (QBRs) focusing on data, ROI, and future roadmaps.
• Partner with Technical Account Managers (TAM) to align the customer's business roadmap with technical stability plans.
• Lead the end-to-end renewal strategy by articulating the realized value and ROI delivered during the contract term.
• Synthesize customer business needs into actionable insights for the Product team to influence the long-term roadmap.

Requirements

• Consultative approach to understanding business models in Media, Sports Broadcast, or Enterprise sectors.
• Proven experience navigating complex organizations and managing stakeholders up to leadership levels.
• Literacy in the video industry, including current market trends and monetization strategies.
• Mindset focused on using AI tools to synthesize datasets and automate routine administrative workflows.
• Must be based in the Atlanta, Georgia area to support the hybrid work model.

Nice to have

• Experience with streaming technologies (e.g., HLS, DASH), video player configurations, and APIs.
• Knowledge of AdTech KPIs, such as CPM optimization and fill rates.
• Previous experience in a SaaS, media, or video technology company.
• Ability to use AI prompt engineering to retrieve business insights from data platforms.

Culture & Benefits

• Competitive base salary with bonus and potential equity.
• Flex Work approach designed to support where, when, and how you work best.
• Collegial culture with opportunities to make a real difference in entertainment innovation.
• Comprehensive benefits package and professional recognition.