Customer Success Manager, North America

MediaKind is a company that focuses on enabling customers to create and deliver immersive media experiences. They are seeking a Customer Success Manager to nurture customer relationships, ensure satisfaction, and drive the adoption of their solutions while collaborating across teams to meet business objectives.

Responsibilities:

• Drive success and retention : Ensure customers derive maximum value from MediaKind’s solutions, building trust and satisfaction
• Onboarding and adoption : Support customers through smooth onboarding and ensure effective integration into their workflows
• Advocate for customers : Understand customer goals and challenges, serving as their voice within MediaKind
• Identify opportunities : Recognize upsell or expansion possibilities and share insights with sales
• Collaborate across teams : Work closely with internal teams (product, support, and sales) to resolve issues and promote feature adoption
• Ensure solution delivery : Monitor delivery progress to meet agreed timelines, scope, and customer expectations
• Support operational excellence : Help ensure adherence to SLAs, manage escalations, and collaborate on incident resolution
• Contribute to improvement : Provide feedback to product and engineering teams to enhance MediaKind's offerings
• Assist in renewals : Partner with sales to support contract renewals and ongoing success

Requirements:

• Approximately 5 to 8 years of experience in Customer Success or a similar customer-facing role
• Strong interpersonal skills with the ability to build trust and long-term relationships
• Organizational and problem-solving skills to manage multiple engagements effectively
• Familiarity with technical OTT streaming solutions and ability to communicate customer needs clearly
• A collaborative mindset to work across teams and deliver exceptional customer outcomes