About the Role
This position is responsible for ensuring high-value customers achieve their desired outcomes using the company's platform by delivering strategic guidance, identifying opportunities for expansion, and serving as a trusted advisor throughout the customer lifecycle.
Responsibilities
- Lead ongoing success planning for enterprise accounts
- Conduct regular business reviews to assess customer health and progress
- Identify adoption barriers and collaborate on solutions
- Partner with cross-functional teams to address complex customer needs
- Drive product adoption through tailored onboarding and training plans
- Monitor customer usage data to anticipate needs and risks
- Act as primary point of contact for strategic customer inquiries
- Support renewal planning with data-driven insights
- Uncover expansion opportunities through deep business understanding
- Maintain detailed account records in CRM systems
- Advocate for customer feedback internally
- Coordinate escalation management when required
- Ensure alignment between customer goals and platform capabilities
- Deliver executive-level communications and presentations
- Promote best practices for long-term success
Nice to Have
- Experience in media and entertainment industries
- Background in managing multi-year customer lifecycles
- Familiarity with customer health scoring models
- Knowledge of revenue retention metrics
- Certifications in customer success or project management
Compensation
Competitive salary and benefits package
Work Arrangement
Fully remote position with flexibility across EMEA time zones
Team
Part of a global customer success team focused on enterprise retention and expansion
Why This Role Matters
You will directly influence the success of major clients across diverse markets, shaping long-term relationships and driving measurable business outcomes through strategic engagement and platform optimization.
What to Expect
You’ll work independently with minimal oversight, managing a portfolio of enterprise customers, setting the pace for renewal and growth while collaborating with support, product, and sales teams to ensure seamless delivery of value.
Not applicable for remote roles
