Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing relationships with high-value media enterprise clients with an accent on account optimization, retention, and net growth. Focus on executing cross-sell and upsell strategies, reducing churn, and aligning product value with client KPIs.

Location: Must be based in the United States

Salary: $90,000–$115,000

Company

A media analytics platform providing audience strategies and monetization solutions for the world's top media brands.

What you will do

• Manage a portfolio of strategic enterprise customers, including brands like CNN, Disney, and Netflix, to ensure optimal product engagement.
• Drive net growth of the book of business through strategic cross-selling and upselling initiatives.
• Negotiate annual renewals and proactively identify churn risks to maintain high account retention.
• Collaborate with internal teams to customize product offerings and develop comprehensive account plans.
• Act as a consultant to align product suites with customer business goals and KPIs.
• Mentor new team members and contribute to the improvement of internal Customer Success processes.

Requirements

• Must be based in the United States
• 4+ years of B2B relationship management experience.
• Proven track record of growing and managing a portfolio of enterprise customer relationships.
• Demonstrated experience with consultative relationship building, objection-handling, and product demo skills.
• Proficiency in CRM activity and pipeline management, preferably using Salesforce.
• Strong contract negotiation and persuasive communication skills.

Nice to have

• Experience working with or for major media organizations.
• Familiarity with web publishing technologies and debugging tools.
• Multilingual skills (Spanish, French, Japanese, or German).
• Experience managing multinational accounts.

Culture & Benefits

• Comprehensive health, dental, and vision insurance.
• Fully paid parental leave (18 weeks for birthing parents, 12 for non-birthing).
• Phone and internet stipends, along with coworking and learning reimbursements.
• Flexible work hours and a December holiday closure.
• Annual in-person company event.