Strategic Customer Success Manager (Video Streaming)

TL;DR

Strategic Customer Success Manager (Video Streaming): Managing high-level partnerships and ensuring video products drive measurable business outcomes for strategic customers with an accent on account strategy, retention, and expansion. Focus on aligning technology with business KPIs, leading strategic renewals, and leveraging AI-driven insights for customer health monitoring.

Location: Sydney, Australia

Company

A leading company in video streaming dedicated to providing exceptional solutions to enhance audio, video, and real-time communication experiences.

What you will do

• Build and maintain long-term relationships with strategic customers to proactively deliver value and ensure product maximization.
• Develop and execute strategic Success Plans aligned with customer business KPIs such as churn reduction and ad revenue.
• Lead high-level Quarterly Business Reviews (QBRs) focusing on data, ROI, and future product roadmaps.
• Partner with Technical Account Managers to align technical stability plans with the customer's overarching business roadmap.
• 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

• Proven ability to understand diverse business models (Media, Sports Broadcast, Enterprise) and map technology to revenue.
• Experience navigating complex organizations and managing stakeholders from Product Managers to executive leadership.
• Deep literacy in the video industry, including current market trends and monetization strategies.
• Mindset focused on AI-augmented productivity, including the ability to use AI tools to synthesize large datasets and automate workflows.

Nice to have

• Experience with streaming technologies such as HLS, DASH, video player configurations, and APIs.
• Knowledge of the AdTech business, specifically regarding CPM optimization, fill rates, and ad-delivery success.
• Previous experience working within a SaaS, media, or video technology company.
• Strong data storytelling skills and existing connections within the industry.

Culture & Benefits

• Opportunity to work with an industry leader in immersive video experiences.
• Commitment to social impact and sustainability.
• Environment that encourages the use of agentic AI tools to optimize productivity and focus on high-level strategy.