Customer Success Manager

About the role

As a Customer Success Manager at Whip Media, you'll be a vital partner to our diverse portfolio of media clients, including major studios, broadcasters, streamers, and distributors. You'll be instrumental in ensuring they realize the full potential of our sophisticated SaaS platform, enabling them to make smarter business decisions around their valuable content.

Responsibilities

• Be customer obsessed: Develop deep, trusted advisor relationships with assigned Whip Media clients, understand their unique content strategies, business workflows, and revenue goals.
• Own and drive new customer implementation: Work with Solutions Architects and Product to develop implementation timelines and own project plans ensuring on time and on budget delivery.
• Drive Platform Adoption and Value Realization: Proactively guide clients through onboarding, training, and ongoing engagement to ensure seamless integration and maximum utilization of Whip Media's platform features and functionalities.
• Facilitate Renewals: Ensure high levels of Customer Satisfaction, which translate into contract renewals and account expansion.
• Expansion and Upsell Opportunities: Identify opportunities for platform expansion and new product adoption within existing client accounts, collaborating closely with the Sales team to ensure growth within existing clients.
• Be the Voice of the Customer: Advocate for client needs and provide insightful feedback to our Product, Engineering, and Sales teams to inform platform enhancements and ensure our solutions continue to meet the evolving demands of the media industry.
• Proactive Problem Solving and Optimization: Identify potential challenges or inefficiencies in clients' workflows and proactively recommend solutions and best practices leveraging Whip Media's capabilities.
• Measure and Articulate Impact: Define and track key performance indicators (KPIs) relevant to each client's success, regularly communicating progress, insights derived from our platform, and the tangible business value delivered.
• Create and execute success plans: Create and implement customized success plans for strategic clients, outlining key objectives, milestones, and strategies to achieve their desired outcomes with Whip Media.
• Contribute to Customer Success Excellence: Participate in the development of best practices, tools, and resources to continuously elevate Whip Media's customer success program.

Qualifications

• Must reside in New York City. This role is expected to be on clients’ sites 3-4 days per week.
• 5+ years of experience in a Customer Success, Account Management, or related client-facing role within a SaaS company. Media and entertainment industry experience is a plus.
• Proven ability to build strong, long-lasting relationships with enterprise clients and drive measurable business impact.
• Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate complex technical and business concepts to diverse audiences.
• Strong analytical and problem-solving skills, with the ability to interpret data and translate it into actionable insights for clients.
• Able to manage multiple high-value clients and complex projects simultaneously in a dynamic environment.
• A deep passion for the media and entertainment industry and a genuine commitment to client success.
• Bonus Points: Direct experience working with content owners, distributors, or financial institutions in the media sector, familiarity with media rights management, content valuation, digital distribution, or advertising technologies, experience in delivering technical training and onboarding programs, experience working with SaaS platforms / industry solutions, a track-record as part of a high-performing team, experience working in a hybrid / remote working environment.

What We Have To Offer

• Salary to commensurate with experience: $150,000 - $185,000
• Competitive Maternity/paternity leave
• Remote office stipend
• Flexible PTO
• Referral bonuses
• Access to FSA plans
• 401K retirement plan
• Monthly mobile reimbursement

At Whip Media, We Are All Whipsters!

We strive to create an inclusive, diverse environment where you are encouraged to bring your whole self to work. We value unique perspectives, ideas, authenticity, and welcome, as well as support, points of view which drive your own growth alongside that of the company. Whip Media has made a commitment to continue to grow our diverse workplace and partners with organizations that provide us with a range of candidates from diverse backgrounds. We foster a people-centric environment that promotes and evaluates belonging and inclusion and actively strives to bridge any gaps that exist between employee groups.