Sr. Customer Success Manager

The Mission

Backlight is a global media technology company dedicated to improving the entire video content lifecycle, from creation to monetization. Our suite of SaaS solutions empowers creative teams at every stage of production.

Responsibilities

• Build deep, strategic relationships with senior client stakeholders, positioning Backlight as a critical enabler of their business imperatives.
• Act as the definitive expert on Backlight's platform, guiding clients to optimal use and identifying new ways our solutions drive their success.
• Proactively monitor client health and usage, translating data into actionable insights that preempt issues and accelerate adoption.
• Drive internal alignment, championing client needs across Product, Engineering, and Sales to ensure our roadmap and services directly support their growth.
• Advise clients on industry trends and best practices, helping them leverage Backlight to navigate market shifts and achieve competitive advantage.
• Own the renewal and expansion strategy for your accounts, identifying opportunities to deepen our partnership and grow our footprint.

Requirements

• We're looking for someone who thrives on driving client success and shaping strategic partnerships.
• 5+ years owning strategic customer relationships in SaaS, specifically within media production, digital content, or creative technologies.
• A track record of translating complex client needs into clear action, driving measurable business outcomes.
• Exceptional ability to engage and influence senior executives, articulating value and building trust.
• Sharp analytical skills to interpret usage data, identify trends, and proactively guide client strategy.
• Demonstrated ability to manage multiple complex accounts, balancing competing priorities and driving projects to completion.
• Bonus points for familiarity with cloud-based SaaS platforms and comfort with data analytics tools.

Work Arrangement

• Location: Fully remote — work from anywhere within approved regions/time zones.
• Department: Technical Sales & Customer Success
• Locations: US - Remote
• Remote status: Fully Remote