Strategic Customer Success Manager

Backlight is a global media technology company dedicated to improving the entire video content lifecycle, from creation to monetization. As our Strategic Customer Success Manager, you will own the success of Backlight's most critical clients in North America, ensuring they achieve measurable business outcomes and maximize platform value.

Responsibilities:

• Build deep, strategic relationships with senior client stakeholders, positioning Backlight as a critical enabler of their business imperatives
• Act as the definitive expert on Backlight's platform (Iconik and Wildmocka), guiding clients to optimal use and identifying new ways our solutions drive their success
• Own the renewal and expansion strategy for your accounts, identifying opportunities to deepen our partnership and grow our footprint
• Proactively monitor client health and usage, translating data into actionable insights that preempt issues and accelerate adoption
• Drive internal alignment, championing client needs across Product, Engineering, and Sales to ensure our roadmap and services directly support their growth
• Advise clients on industry trends and best practices, helping them leverage Backlight to navigate market shifts and achieve competitive advantage

Requirements:

• 5+ years owning strategic customer relationships in SaaS, specifically within media production, media technology, digital content, or creative technologies
• A track record of translating complex client needs into clear action, driving measurable business outcomes
• Exceptional ability to engage and influence senior executives, articulating value and building trust
• Demonstrated ability to manage multiple complex accounts, balancing competing priorities and driving projects to completion
• Familiarity with cloud-based SaaS platforms and comfort with data analytics tools
• Experience working with top media companies (Broadcasters, Sport companies, media aware brands) and/or channel partners