Sr. Customer Success Manager

Backlight is a global media technology company dedicated to improving the entire video content lifecycle. As the Sr. Customer Success Manager, you will own the success of high-value clients in North America, ensuring they achieve measurable business outcomes and maximizing 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 Wildmoka), 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, drive new revenue with the install base 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 of experience owning customer relationships in enterprise SaaS with a focus on content, workflows, and/or asset lifecycle management
• High-level understanding of video formats, ingest, delivery, and distribution
• 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
• Experience supporting customers in media, broadcast, or streaming environments
• Experience working with global partners and/or resellers