Customer Success Manager

Position Overview

We are searching for an exceptional person to take a position as a member of our growing Customer Success team. This person must have a proven track record for delivering on or exceeding revenue goals and take pride in getting it done. The Customer Success Manager will be a strategic advisor, who possesses the ability to navigate our most complex customers, and nurture them to succeed every step of the way on their lifetime journey with Brightcove. 

The candidate we will hire will be highly self-motivated, extremely organized, team-oriented, creative, and possess outstanding communication and negotiating skills. This role’s primary responsibility is to cultivate and maintain strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. This role also requires close partnership with the Account Management team to ultimately ensure awareness of upsell opportunities, complete customer satisfaction and maximum value return from Brightcove products & services. In this role, you will also be a strategic adviser focused on value, with a proven track record working with large scale customers, one who can develop strategy, drive usage and adoption and make Brightcove’s value visible to your client base, with a focus on ROI. 

Job Responsibilities

• Ensure the customers’ day-to-day business and operational needs are met in a timely manner delivering an exceptional customer experience.
• Drive customer satisfaction and loyalty among our most valuable regional customers, ultimately to drive revenue retention and growth. 
• Proactively identify and escalate customer risk, liaising with internal teams to develop and execute a mitigation plan.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Collaborate closely with the Account Management team to partner on expansion opportunities.
• Provide insights to customers to ensure that they adopt and get the most out of the platform with the aim of helping grow our customer base.
• Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
• Become a domain and industry expert.
• Maintain competitive knowledge & focus.
• Exceptional at cross-collaborating internally with different teams, such as finance, legal, marketing, support etc.
• Proactively solve problems for the customer and draw upon their ability to lead and empathize, with a sense of urgency to bring things to a quick resolution.
• Consistently reports to the customer, whilst continually updating internal tools for pin-point accuracy of customer data for C-level stakeholders.
• Help streamline team processes and proactively bring tools and enhancement opportunities to Customer Success leadership.
• Demonstrate a high level of self sufficiency and support leadership by taking the lead on important team initiatives.
• Represent the Customer Success team in company initiatives.
• Serve as a team mentor and product expert.

Qualifications/Experience 

• 2 years+ in a quota carrying Customer Success, Relationship Management, Account Management, or similar role within a SaaS or software company.
• Experience working with large Enterprise and Media customers.
• Experience working with regional technology and channel partners.
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
• Demonstrated ability to support complex renewals to closure.
• Detailed understanding of client business strategy, drivers, goals and initiatives and translating these into Brightcove selling opportunities.
• Proven ability to operate effectively in a fast-paced environment with entrepreneurial spirit, in which cross-functional teamwork and initiative is a must.
• Possess excellent communication skills to customize communication to the customer’s needs with confidence; effectively deliver “memorable” presentations leveraging “why video” storytelling skills.
• Demonstrate excellent networking skills to identify the right customer stakeholders and build connections quickly to drive consensus for deals; drive communications with internal cross functional teams for renewal success.
• Retain a customer-first attitude while still exhibiting excellent negotiation skills.

Special Conditions

• This is a quota-carrying role
• This role does involve travel, up to 15%
• Must be fluent in Spanish and/or French

About Brightcove 

Brightcove is a diverse, global team of smart, passionate people who are revolutionizing the way organizations deliver video. We’re hyped up about storytelling, and about helping organizations reach their audiences in bold and innovative ways. When video is done right, it can have a powerful and lasting effect. Hearts open. Minds change. 

Since 2004, Brightcove has been supporting customers that are some of the largest media companies, enterprises, events, and non-profit organizations in the world. There are over 600 Brightcovers globally, each of us representing our unique talents and we have built a culture that values authenticity, individual empowerment, excellence and collaboration. This culture enables us to harness the incredible power of video and create an environment where you will want to grow, stay and thrive. Bottom line: We take our video seriously, and we take great pride in doing it as #oneteam.

WORKING AT BRIGHTCOVE 

We strive to provide our employees with an environment where they can do their best work and be their best selves. This includes a focus on our employees’ work experience, actively creating a culture where inclusion and growth are at the center, and hiring, recognizing, promoting employees who are committed to living and breathing these same ideals. We value collaboration, creativity, work/life balance, professional growth and creating an empowering space for open communication. Whether you’re in one of our offices around the world or working remotely you have plenty of opportunities to meet colleagues and celebrate a variety of personal interests with organized groups and clubs including an Employee Action Committee, Women of Brightcove, Pride of Brightcove, Parents of Brightcove … and more to come!

We recognize that no candidate is perfect and Brightcove would love to have the chance to get to know you. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. Brightcove embraces diversity and seeks candidates who support persons of all identities and backgrounds. We strongly encourage individuals from underrepresented and/or marginalized identities to apply. If you need any accommodations for your interview, please email [email protected]. 

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