Customer Success Manager

SundaySky is the leading enterprise video personalization platform for CX, Marketing, Sales, and more. The Customer Success Manager will work in strategic partnership with customers to launch successful programs that deliver measurable business value, leveraging their SaaS Customer Success background.

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)