Responsibilities
- Serve as a strategic partner to Mux’s customer base.
- Successfully onboard customers, drive success, long-term retention, and revenue growth within our largest customer base.
- Provide proactive guidance for complex video workflows.
- Help developers solve deep technical problems.
- Host deep technical discovery sessions to understand different use cases.
- Manage support escalations.
- Contribute to the account management team by owning and elevating the technical interactions needed to keep our customers happy.
- Deeply understand each client’s architecture, workflow, and use case to recommend best practices to strengthen their implementation.
- Anticipate customer challenges, escalate internally when needed, and coordinate with Product and Engineering for resolution.
- Track support tickets, identify solutions, and suggest workarounds when appropriate.
- Serve as the voice of the customer in internal discussions, influencing roadmap and prioritization.
- Act as a strategic advisor for our clients by staying up to date with their company goals, product aspirations, feature releases, and more in order to stay ahead of their adoption of Mux.
- Identify new teams, departments, and applications within existing accounts to introduce additional use cases for Mux.
Requirements
- 5+ years of experience in a Technical Customer Success Manager or equivalent role at a SaaS technology company focused on increasing customer satisfaction, adoption, and retention
- BA/BS degree in CS or Computer Engineering-related field or coding bootcamp
- Strong technical knowledge in software, web/mobile and cloud technologies, hands-on coding experience is a plus
- Excellent written / verbal communication skills and a personable presence
- You embody the Mux value: Turn Customers into Fans, with a customer-first attitude and approach
Nice to Have
- Hands-on coding experience
Benefits
- Flexible vacation + 11 company holidays
- Weekly no-meeting days + quarterly focus weeks
- Competitive health, dental, and vision insurance, including fertility
- FSA and HSA available
- Short-term and long-term disability insurance
- Group life insurance
- Travel accident insurance
- 401(k)
- Paid parental leave
- Professional Development program
- Lunch, internet, & ancillary equipment reimbursements
- Competitive annual leave policy (25 days annual leave plus 8 public holidays)
- Private medical and dental insurance, and a vision stipend, including fertility
- Matched Pension
- Team social events
- Lunch, cafe, & ancillary equipment reimbursements
Work Arrangement
Hybrid — San Francisco, New York City, London
Additional Information
- Mux is an Equal Opportunity employer committed to building a diverse company.
- We believe diversity makes us better, and we strive to be inclusive and equitable.
- That’s why we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
