Customer Success Manager

Antenna is the leading provider of data and analytics for subscription media services in the U.S. They are seeking a Customer Success Manager to own customer experiences, drive engagement and retention, and collaborate with the commercial team to expand customer relationships. The role involves being the voice of the customer and contributing to the customer success playbook.

Responsibilities:

• Own our customers’ experience with Antenna and our products, ensuring engagement, adoption, retention, and growth
• Be our customers’ trusted advisor as an expert of their needs, challenges, and org and equip them with tailored applications or usage of existing Antenna data & products. Know their workflows and challenges and where Antenna data can deliver value
• Drive new use cases and value props with our customers by laddering their business objectives to new application of Antenna data
• Collaborate with the full commercial team to expand customer relationships and execute on growth strategies. This includes tracking customer health metrics and proactively addressing them with support and in collaboration with the Antenna team
• Effectively onboard, guide, and support our customers through the full customer lifecycle. Showcase how Antenna can support strategic decision making
• Be the voice of the customer for the Antenna org – partner closely with the product team to provide quick but comprehensive feedback loops, give inputs that drive prioritization of new product features, etc. At the same time, fully understand the required trade offs and timelines that are needed by the product team
• Contribute to our evolving customer success playbook, sharing insights to ensure we’re adopting best practices to drive adoption and success for all customers

Requirements:

• A strong track record in customer success or account management roles, preferably at a high growth startup
• Experience owning a large book of business and consistently exceeding retention quota
• Excellent communication especially with technical or complicated products. And, experienced with presenting to and influencing key stakeholders at all levels of an organization
• Thrives in dynamic environments where there is change and ambiguity
• Bonus: you are fascinated by the new subscriber economy — streaming and the rest — and have developed deep relationships across the ecosystem
• Bonus: Previous experience working inside innovative, high-growth companies trying to disrupt the status quo
• Bonus: You have experience working with viewership data