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About the Role

As a Strategic Customer Success Manager, you will build and nurture strong, long-term relationships with strategic customers, ensuring our video products drive measurable business outcomes and long-term growth. You will lead the overarching account strategy, focusing on high-level partnership, retention, and expansion, working alongside a Technical Account Manager (TAM) to ensure technology translates into customer competitive advantage.

Responsibilities

Build and maintain strong relationships with customers, understanding their business needs, goals, and requirements to proactively deliver value.
Develop and execute strategic "Success Plans" that align our video technology with the customer’s business KPIs.
Conduct high-level Quarterly Business Reviews (QBRs) focusing on data, ROI, and future roadmaps.
Act as the primary business counterpart to the Technical Account Manager (TAM), leading account health synchronizations.
Lead the end-to-end renewal strategy by articulating the realized value and ROI delivered.
Ensure the customer is utilizing the full breadth of the platform.
Serve as the voice of the customer, synthesizing customer business needs into actionable insights for the Product team.
Leverage agentic AI tools to automate data collection and health-score monitoring.
Partner with Product/Ops teams to refine AI agents that handle repetitive manual tasks.

Requirements

Ability to understand a customer’s business model and map tech to revenue.
Passionate about supporting customers and making them successful.
Experience navigating complex organizations and managing stakeholders.
Self-motivated with a proactive approach to anticipating customer needs.
Understand the market of video (trends, monetization).
Comfortable leveraging AI tools to synthesize large datasets, draft executive summaries, and automate routine administrative workflows.

Skills

Consultative Approach
Customer Focus
Relationship Management
Proactivity and Initiative
Video Industry Literacy
AI-Augmented Productivity
Data Storytelling
AI Prompt Engineering & Logic
Experience with streaming technologies (e.g., HLS, DASH), video player configurations, and APIs.
Business of AdTech
Previous experience in a SaaS, media, or video technology company.
Existing connections in the industry.

About the Company

We’re a leading company in video streaming, dedicated to providing exceptional solutions to enhance audio, video, and real-time communication experiences.
Our mission is to create immersive, video experiences that invite everyone to engage and interact.