[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Suite Studios is seeking an experienced and collaborative Customer Success Manager to drive adoption, retention, and long-term value for their customers. In this role, you will guide customers from onboarding to ongoing optimization, ensuring they achieve meaningful outcomes while collaborating with various teams to enhance the customer experience.

Responsibilities

• Lead onboarding for new customers, providing clear guidance and training to set them up for immediate and sustained success using our platform and services
• Drive retention and growth by proactively identifying upsell, cross-sell, and renewal opportunities that align with customer goals. (And also own the contracting process for those opportunities.)
• Monitor customer health through usage data, engagement patterns, and feedback—taking action to mitigate risk and ensure customers achieve measurable outcomes
• Champion the customer voice, gathering insights and feedback to inform product improvements and collaborating with product, engineering, sales, and marketing to enhance the customer journey
• Partner cross-functionally to ensure a seamless customer experience, working hand-in-hand with sales, marketing, and operations teams to address customer challenges and unlock value

Skills

• 10+ years of experience in a customer success or full lifecycle account management within the media & entertainment industry or a technical environment
• Demonstrated ability to develop and maintain strong, long-term relationships with customers, becoming their trusted point of contact for any issues, inquiries, or concerns
• Experience developing and executing customized success plans for enterprise customers, ensuring that they are fully leveraging the company's solutions
• Technically minded and can quickly learn new technical concepts
• Strategic thinker that can zoom in to the 10 foot view and zoom out to the 30,000 foot view in the same conversation
• Ability to think critically and solve complex issues, identifying root causes and working collaboratively to implement effective solutions
• Identify areas to improve and implement new processes to scale the Customer Success organization
• Experience communicating (and convincing!) C-level executives across organizations of various sizes
• Strong written and verbal communication skills, with the ability to articulate complex ideas simply and clearly
• Experience in post production
• Experience interaction and interfacing with channel partners and customers of channel partners a plus

Benefits

• Best in class health & dental
• Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility
• Unlimited paid time off
• Fitness & wellness stipend
• Taco Tuesday, every Tuesday

Company Overview