Customer Success Manager

Suite Studios is seeking an experienced Customer Success Manager to drive adoption, retention, and long-term value for their customers. In this role, you will guide customers from onboarding to ongoing optimization while collaborating closely with various teams to enhance the customer experience.

Responsibilities:

• Lead onboarding for new customers, providing clear guidance and training to set them up for immediate and sustained success using our platform and services
• Drive retention and growth by proactively identifying upsell, cross-sell, and renewal opportunities that align with customer goals. (And also own the contracting process for those opportunities.)
• Monitor customer health through usage data, engagement patterns, and feedback—taking action to mitigate risk and ensure customers achieve measurable outcomes
• Champion the customer voice, gathering insights and feedback to inform product improvements and collaborating with product, engineering, sales, and marketing to enhance the customer journey
• Partner cross-functionally to ensure a seamless customer experience, working hand-in-hand with sales, marketing, and operations teams to address customer challenges and unlock value

Requirements:

• 10+ years of experience in a customer success or full lifecycle account management within the media & entertainment industry or a technical environment
• Demonstrated ability to develop and maintain strong, long-term relationships with customers, becoming their trusted point of contact for any issues, inquiries, or concerns
• Experience developing and executing customized success plans for enterprise customers, ensuring that they are fully leveraging the company's solutions
• Technically minded and can quickly learn new technical concepts
• Strategic thinker that can zoom in to the 10 foot view and zoom out to the 30,000 foot view in the same conversation
• Ability to think critically and solve complex issues, identifying root causes and working collaboratively to implement effective solutions
• Identify areas to improve and implement new processes to scale the Customer Success organization
• Experience communicating (and convincing!) C-level executives across organizations of various sizes
• Strong written and verbal communication skills, with the ability to articulate complex ideas simply and clearly
• Experience in post production
• Experience interaction and interfacing with channel partners and customers of channel partners