Senior Customer Success Manager
About the role
This is a senior leadership role for an experienced customer, technology, and operations professional.
Responsibilities
Own the success strategy for a portfolio of strategic and complex AMECS customers, including clear outcomes, value plans, stakeholder maps, engagement cadence, risks and growth signals.
Build trusted relationships with executive, operational, technical and commercial stakeholders, connecting customer priorities to the value of Vizrt solutions and services.
Partner with Sales to conduct executive business reviews, strategic account and success planning, service reviews and critical customer conversations with clear decisions, ownership and follow-through.
Act as a senior escalation point for customer risks, aligning the right internal leaders and ensuring transparent communication through resolution.
Create customer advocates through measurable outcomes, references, testimonials, peer engagement, and industry participation.
Provide day-to-day leadership, coaching and prioritization support for CSMs serving the AMECS market, with the potential for formal people-management accountability.
Set clear expectations, goals and operating rhythms for account planning, customer engagement, risk management, adoption, renewal readiness and opportunity identification.
Coach CSMs in executive communication, commercial judgement, technical discovery, customer value articulation and cross-functional influence.
Assess capability needs, support development plans, contribute to hiring and onboarding, and help build succession and coverage of resilience across the region.
Guide customers through adoption, modernization, and transformation involving software, cloud, IP, and integrated production workflows.
Translate between customer business outcomes and technical realities, working effectively with engineering, support, delivery, and product specialists.
Help establish appropriate success plans, service expectations, escalation paths, and governance for complex or business-critical environments.
Use customer feedback and operational evidence to influence product, service, and roadmap discussions.
Design and improve repeatable Customer Success practices across onboarding, adoption, value realization, risk, advocacy, renewal readiness and lifecycle governance.
Introduce practical mechanisms for portfolio prioritization, capacity planning, account segmentation, escalation management, and management reporting.
Use data and customer intelligence to identify patterns, recommend action, and improve regional and global decision-making.
Lead or sponsor cross-functional improvement initiatives that reduce friction for customers and increase the effectiveness of post-sales teams.
Contribute thought leadership from the AMECS media, sports and technology market to the global Customer Success strategy.
Qualifications
10+ years of progressive experience across Customer Success, account leadership, service delivery, technology operations, consulting or a closely related field.
Demonstrated leadership of teams, functions or multi-disciplinary programs, including coaching, prioritization, and organizational scaling.
Substantial experience in broadcast, media, sports technology and or live production.
Proven ownership of strategic customer or partner relationships, including executive stakeholders, complex delivery, service risk and commercial considerations.
Ability to connect technical, operational and business perspectives and to communicate credibly with both senior executives and technical specialists.
Experience building adoption strategies, contributing to renewal discussions, account growth, and commercial proposals.
Strong analytical judgement and experience using metrics, reporting, and customer intelligence to drive decisions.
Excellent written, verbal, presentation, facilitation and stakeholder-management skills.
Ability to travel internationally as business and customer priorities require.
Skills
Strategic thinking and problem-solving skills.
Customer relationship management and executive-level communication skills.
Technical acumen and ability to bridge technical and business perspectives.
Leadership and team management skills.
Project management and process improvement skills.
Collaborative and inclusive leadership style.
Benefits
A comprehensive benefits package that includes:
Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance.
Professional Development: Opportunities for ongoing training.
Pay
Competitive compensation package based on experience and qualifications.
Schedule
Full-time position with flexible working hours to accommodate international travel and customer engagements.