Customer Success Manager

, , United States

We are seeking a dynamic and experienced Streaming Industry Customer Success Manager to join our team! The ideal candidate will possess a proven track record in enabling successful customers with streaming technology solutions, expertise in customer retention, and relationship management. This role offers an exciting opportunity to work closely with our clients, ensuring their success, satisfaction, and growth with Wowza products and services.

Responsibilities:

Client Onboarding and Adoption:

·      Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of our SaaS platform.

·      Collaborate with the sales team during the pre-sales process to understand client needs and expectations and develop customized onboarding plans accordingly.

Customer Retention:

·      Proactively monitor and analyze client usage data to identify trends that require action.

·      Develop strategies and initiatives to increase client engagement and maximize revenue retention.

Value Recognition:

·      Identify opportunities for customers to adopt additional Wowza product and services based on needs and usage patterns.

·      Work closely with the sales and marketing teams to develop targeted campaigns and initiatives to promote additional services and features to existing clients.

Relationship Management:

·      Build and maintain strong, long-lasting relationships with key stakeholders within client organizations.

·      Serve as the primary point of contact for client inquiries, issues, and escalations, ensuring timely and effective resolution.

·      Conduct regular check-ins and business reviews with clients to gather feedback, address concerns, and identify opportunities for additional value delivery.

Customer Advocacy and Communication:

·      Act as a trusted advisor to clients, providing guidance and best practices to help them achieve their business objectives.

·      Advocate for client needs and priorities internally, ensuring alignment with product development and service delivery efforts.

·      Effectively communicate; internally and externally and notable items that may impact the customer relationship.

Metrics Tracking and Reporting:

·      Establish key performance indicators (KPIs) and metrics to measure the success of customer success initiatives within your book of business.

·      Track and analyze relevant metrics, providing regular reports and insights to internal stakeholders.

Who you are:

·      Proven experience in customer success or account management within the SaaS industry. 2+ years experience working within video streaming highly preferred.

·      Strong understanding of revenue retention, and other relevant financial metrics.

·      Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal team members cross functionally.

·      Demonstrated ability to manage multiple clients and projects simultaneously, while maintaining attention to detail and meeting deadlines.

·      Strategic thinker with a proactive and results-oriented approach.

·      Experience with CRM software (e.g., HubSpot) and customer success platforms is a plus.

·      Bachelor’s degree in business administration, Marketing, or related field preferred.

Benefits

Salary: $85,000-$95,000

comp plan eligible

The base salary range represents the anticipated low and high end of our salary range for this position. Actual salaries will vary and will be based on a range of factors, such as a candidate’s qualifications, location, skills, and competencies. The salary is one component of our total compensation package for employees. The benefits below are for US based employees.

Wowza offers a comprehensive benefits package which includes the following:

Medical, Dental, and Vision insurance available 1st day of employment

Generous Paid Time Off

401(k) with strong company match

Dependent Care Flexible Spending Account

Employer Paid Basic Life Insurance and AD&D

Voluntary Life Insurance (Employee/Spouse/Child)

Parental Leave

Short-Term and Long-Term Disability

Training & Development

Employee Assistance Program (EAP)

Who We Are:

Wowza Media Systems is a Colorado-based, globally-known video streaming software solutions leader. Wowza's software enables its customers to deliver high-fidelity video streams from any source to any destination reliably at a large scale and with low latency. Tens of thousands of customers implement Wowza's solutions in more than 100 countries across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by private equity firm Clearhaven Partners.

Why Work for Wowza:

Join a fast-paced, private equity-backed Colorado software company at the intersection of mission-critical video streaming applications. Wowza has a long-standing reputation for technical prowess and consistent innovation and has been a consistently growing company. In addition, Wowza's team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local schools to helping parents monitor their children in the NICU, employees can cultivate the same creative energy that first brought the company to life. Our employees are encouraged to take ownership of their roles, and coworkers are happy to help one another along their video journey. We have a brand-new company headquarters office and remote employees across the US and around the globe. Our Denver-area employees work in a flexible-hybrid environment, allowing flexibility and work-life balance tailored to each Wowzan.