Customer Success Manager

Adobe empowers everyone to create through innovative platforms and tools. As a Customer Success Manager on the Frame.io Strategic Customer Success team, you will lead onboarding and drive usage and adoption for Enterprise customers, ensuring they achieve their business goals through effective product implementation and support.

Responsibilities:

• 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

Requirements:

• 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
• Resourceful: Excellent at prioritizing, project management, and performing effectively in ever-evolving environments
• Communicative: Exceptional presentation and interpersonal skills
• Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships
• Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite
• Available to travel approximately 15%