Job Description

Senior Manager, Customer Success

Customer Success – Toronto, Ontario

About My Client:

My client is the leading OTT software platform for Tier 1 media, sports, and entertainment brands. Over the past four years, they have grown to a global team of 300+ and proudly serve customers as diverse as the New York Yankees and some of the world’s largest telecommunications companies. Founded by former executives from Disney, HBO, AT&T, and other leading organizations, my client is redefining the OTT video experience.

They are a company built on transparency, fairness, and collaboration, passionately solving some of the most complex challenges in large-scale, resilient OTT video delivery. If you are eager to join a high-performing, learning-driven, and supportive culture in a fast-growth environment, this could be the perfect opportunity for you.

About the Role:

My client is seeking a Customer Success Leader who is deeply passionate about delivering outstanding customer experiences and innovative solutions for some of the world’s top media, sports, and entertainment brands.

This role is ideal for seasoned professionals in Customer Success, Account Management, or Sales who are energized by scaling a high-growth company and enjoy working hand-in-hand with customers to solve their most pressing challenges.

You will report directly to the Global Head of Customer Success & Analytics.

Key Responsibilities

Value Assurance and Reporting:

• Drive the on-time, high-quality, and budget-conscious delivery of major development projects, including program management, reporting, and strategic planning.
• Monitor key metrics, including customer satisfaction, retention, and upsell/cross-sell opportunities, to ensure customer success.
• Oversee service delivery and quality across all platforms, identifying opportunities for improvement and conducting regular internal and client-facing performance evaluations.
• Analyze application data, KPIs, and trends to create actionable insights for improvement.

Customer Relationship Management:

• Build and maintain strong relationships with key client stakeholders, serving as their primary point of contact.
• Proactively engage with clients to understand evolving business needs, challenges, and objectives, offering industry-leading solutions.
• Anticipate and address client concerns quickly and effectively.

Customer Onboarding and Training:

• Oversee smooth onboarding and implementation processes for new clients.
• Support the creation and delivery of training programs to ensure product adoption and maximize ROI.
• Provide ongoing guidance and support to drive long-term client value.

Cross-Functional Collaboration:

• Serve as a client advocate across internal teams, including Engineering, Product, and Sales, to ensure client feedback drives product enhancements and improvements.
• Partner with Sales, Product, and Marketing teams to align Customer Success strategies with overall business goals.
• Develop strong working relationships with internal and external stakeholders, including technology partners, to ensure seamless execution.
• Deliver regular updates, reports, and presentations to senior leadership on performance, achievements, and areas of opportunity.

Success in This Role Requires:

A learning mindset and a commitment to the company’s values:

• Focus on Impact: Demonstrate accountability, problem-solving, and a willingness to go above and beyond to drive results for clients, colleagues, and the company.
• Stay Curious: Seek to understand root causes, interdependencies, and continuously learn and improve.
• Be Supportive: Foster collaboration, trust, and teamwork, putting the needs of customers and the organization first.
• Speak Up: Share ideas and feedback openly to contribute to team and company growth.

Qualifications:

• 7–10 years of progressive experience in Customer Success, Account Management, or Management Consulting, with a proven ability to manage and grow client relationships.
• A strong technical foundation, ideally with exposure to software development.
• In-depth knowledge of the software development lifecycle (SDLC) and Agile methodologies, with the ability to champion best practices.
• Excellent program management skills, including creating detailed work plans, leading cross-functional initiatives, managing deadlines, and escalating risks appropriately.
• Exceptional communication and collaboration skills, with experience influencing diverse teams including engineers, product managers, and data specialists.
• Strong analytical, problem-solving, and strategic thinking skills.
• High emotional intelligence, humility, and the ability to thrive in a fast-paced, evolving environment.
• Proven experience interacting directly with clients and technology partners.
• Preferred: Expertise in OTT video technologies and platforms.
• Preferred: Bachelor’s degree in Business, Information Systems, Engineering, Math, Science, or equivalent experience.

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