Customer Success Manager

Socialive is an enterprise video creation & live streaming software company based in El Segundo, California. Our powerful yet intuitive platform makes it refreshingly easy to capture, create, and distribute video. We empower teams across the organization, including marketing, internal comms, and learning & development. And we're helping drive the video commerce revolution. Socialive customers include startups to the Fortune 100 – such as J.P. Morgan, Morgan Stanley, Cisco, Adobe, and McDonald's. We're on a mission to radically simplify how the world makes video. Join us.

100% Remote RoleApply via email with resume: careers@socialive.ushttps://socialive.usThe Position

The Customer Success Manager will oversee customers through the full lifecycle (onboarding in partnership with an Implementation Manager, ongoing relationship and day-to-day management, renewal, expansion) of post-sales functions for Socialive’s’ customers. The CSM role requires a mix of technical and business acumen, and is revenue-focused, with customer utilization, adoption, retention andgrowth being primary objectives. Performance in this position will be primarily measured on Gross Dollar Retention.

Responsibilities

• Providing necessary enablement for our customers to drive usage, adoption, and business value relating to the customer’s specific business use case
• Prepare and lead strategic Executive Business Reviews with enterprise level customers and stakeholders
• Ongoing customer management, supporting clients in their efforts to optimize their video content creation, editing, publishing, and live streaming
• Designing and developing account plans to increase retention and up-sell
• Driving business transformation through adoption, training, and development of best practices to continually grow incremental value for our customers
• Providing guidance to customers to help them become engaged and loyal
• Maintaining customer relationships to obtain product/service feedback and working with internal teams to ensure customer needs are met
• Determining how to define, drive, and demonstrate ROI to every customer through scalable means

Qualifications

• Must have 3+ years of SaaS CSM/account management experience driving software usage and retention, ideally working with marketing, L&D, or video/creative teams 
• Demonstrated success managing enterprise customers in an SaaS model
• Revenue and growth oriented, with experience owning and closing renewal and expansion opportunities
• Team-oriented player with great communication skills
• Experience developing strong relationships with and presenting to executives
• Demonstrated understanding of value drivers in recurring revenue business models
• Experience with running Business Reviews and consistently hitting NDR targets 
• Compensation range $65,000-$85,000+ based on experience plus quarterly bonus based on performance

About our Team: Our company culture is top priority and we strive to create an environment where all of our team members are empowered to do their best work. We’re proud of the collaborative culture we’ve built, even while working fully remote. We also understand that in order to be your best self you need time to relax and recharge. That’s why we encourage everyone at Socialive to take Mental Health Days each month, in addition to their PTO and our company-wide holiday shutdown. As a BuiltIn Best Remote-First Place To Work winner, we’re growing our diverse, fully remote team with forward-thinking individuals who want to uplevel their careers while contributing to something bigger. Diversity, Equity, and Inclusion (DEI) is at the heart of Socialive’s success and we celebrate it in everything we do. Our mission is to be a place where all people can be bold and the best version of themselves.