Key skills
CSaaSCommunicationCustomer SuccessSales
About this role
SundaySky is the leading enterprise video personalization platform for CX, Marketing, Sales, and more. The role involves serving as a strategic consultant to customers, helping them design and deliver personalized video programs while ensuring customer satisfaction and retention.
Responsibilities:
- Serve as a strategic consultant to customers, helping them design, deliver, and measure personalized video programs
- Inspire initial adoption and ongoing usage of SundaySky's platform for new and existing customers
- Develop deep platform expertise and apply it to help each customer reach their goals
- Grow customer lifetime value through adoption, sustained usage, satisfaction, and NPS scores
- Partner with the product team to share market feedback to aid the development and prioritization of the roadmap
- Secure a 90%+ Gross Dollar Retention rate for your territory. Plan and execute data-led churn reduction tactics, with an eye toward scale and process optimization
- Identify new user groups and expand usage into new teams within existing accounts
Requirements:
- Minimum 3 years of customer success experience across Enterprise accounts
- Practiced at running executive business reviews, building mutual success plans, and walking sponsors through outcome data
- Hands-on experience designing A/B tests, hold-out comparisons, and attribution methodologies that tie program performance to clear business outcomes
- A track record of meeting or exceeding renewal and expansion quotas in a CSM or hybrid commercial role
- Strong communication skills across all levels of an organization, up to C-level
- Self-motivated and able to thrive in a results-driven environment
- Comfortable context switching and working with customers across core industries including Banking, Financial Services, Healthcare, Insurance, and SaaS/Tech
- Customer Success experience at a creative software company (video, design, media)
- Familiarity with video distribution and measurement including embeds, viewership metrics, and video engagement optimization (or a willingness to learn)