Customer Success Manager

AI-Media is a global leader in language and accessibility technology, seeking a Customer Success Manager – Broadcast & Enterprise to manage and grow relationships with key clients. This role focuses on ensuring customer satisfaction and driving revenue through engagement, upselling, and long-term partnerships.

Responsibilities:

• Build and maintain strong relationships with broadcast and enterprise customers
• Act as the main point of contact, ensuring customer needs are met and issues are resolved
• Manage the full customer lifecycle, from onboarding through to growth and retention
• Deliver solution-based outcomes aligned to client objectives and accessibility goals
• Identify and drive upselling and cross-selling opportunities across accounts
• Monitor customer usage and proactively identify growth or risk opportunities
• Collaborate with internal teams (Sales, Operations, Support, Engineering) to deliver solutions
• Provide product education through demos, presentations and regular client engagement
• Manage accounts using CRM tools (e.g. HubSpot) for tracking, reporting and forecasting
• Contribute to revenue growth and margin improvement across assigned accounts
• Attend industry events and support broader sales initiatives where required

Requirements:

• Proven experience in Customer Success, Account Management or similar client-facing roles
• Strong communication and relationship-building skills
• Commercial mindset with the ability to identify growth opportunities
• Excellent problem-solving and stakeholder management skills
• Ability to manage multiple priorities and work to deadlines
• Comfortable working cross-functionally in a global environment
• Experience working with enterprise or broadcast clients is highly desirable
• Experience with CRM tools (e.g. HubSpot) is a plus