Build and maintain positive relationships with customers, understanding their needs, and ultimately deliver them a return on investment
Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and improve the value they derive from it
Hold onboarding sessions for new Enterprise customers, as well as new users within existing Enterprise accounts
Effectively manage and prioritize a large book of business
Conduct workflow reviews as needed to gain understanding of how your customers use Frame.io and how they could optimize + adopt further
Build and maintain deep product knowledge and customer-proven techniques within the four walls of Frame.io
Align with internal stakeholders such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through successful launch, adoption, and value realization
Gather customer feedback and provide valuable insights to the product development team to drive continuous improvement and develop the product's features and functionality
Identify customers with deployment risk and partner with Sales and Account Management partners to implement next best actions / get-well plans.
Create customer awareness around new Frame.io features and how they can improve existing workflows.

5+ years relevant work experience in Customer Success with a strong preference for experience in SaaS
Experience attaining and achieving Customer Success metrics
Experience with Salesforce or SaaS CRM platforms
Background in data review platforms such as Looker, Tableau, Microsoft Power BI, etc.
Experience as a self-motivated, collaborative, and responsible professional who is passionate about media production and/or creative workflows
Strong ability to get yourself up the curve on product knowledge and problem solving
Bachelor’s Degree or equivalent experience

Customer Success Manager

Key skills