Customer Success Manager

SnapStream is a media monitoring, recording, and clipping platform for businesses working with live TV and streaming video. We help organizations harness the power of moments to better connect with their audiences and drive real impact. SnapStream makes it easy for teams across news, sports, entertainment, advocacy, government and corporate communications to quickly find and share video moments, power persuasive storytelling, increase engagement and accelerate rapid response. That's why customers like Politico, The Daily Show, Buzzfeed and The White House love us.

SnapStream Core Values

Our core values serve as our operating system at SnapStream. They shape how we work, who we hire, and why we win. The SnapStream Way is to:

• Be Curious - cultivate a culture of learning & continuous improvement
• Walk in the Customer's Shoes - spend time deeply understanding our customers so you can see the world through their eyes
• Experiment without Fear - experiment boldly and be unafraid to change your thinking along the way
• Be an Owner - have a sense of personal responsibility, sweat the details, and think long term
• Enjoy the Journey...Together - work as one team by respecting, inspiring, and uplifting others

Key Responsibilities:

We are seeking an experienced Customer Success Manager who is passionate about helping customers realize value and success with SnapStream. This role reports to the Head of Customer Success.

• Proactively build and manage strong customer relationships by understanding business goals and driving successful outcomes with SnapStream
• Own a portfolio of customers, driving adoption, retention, and expansion, while managing renewals and upsells
• Increase customer retention through regular tactical check-ins and strategic business reviews to ensure alignment on objectives and outcomes
• Develop deep expertise in SnapStream and advise customers on relevant features and best practices to maximize product value
• Partner with the Implementation Manager during onboarding to support customer goals and accelerate adoption
• Monitor customer usage and health, proactively identifying risks and executing plans to improve outcomes and prevent churn
• Collaborate cross-functionally and communicate customer feedback to internal teams such as Product, Engineering, Sales, and Marketing

Base salary range: $75,000 - $105,000

Bonus: 20-25% annual performance based-bonus

Requirements

• 5+ years experience working in Customer Success or Account Management at a software or technology company
• Experience owning a portfolio of customers and driving adoption, retention, renewals, and upsell opportunities
• Excellent written, verbal, and interpersonal communication skills
• Proven ability to manage multiple initiatives simultaneously with strong planning and organizational skills
• Excellent active listening, discovery, and requirements-gathering skills
• Ability to build trusted relationships with customers and collaborate effectively with internal teams
• Comfortable analyzing product usage data to identify risks and opportunities
• Self-directed, proactive, and able to navigate ambiguity
• Fluency with modern software tools and technology
• Interest in video, social platforms, or news and media industries is a plus
• Bachelor’s degree preferred

Benefits

We know you’re looking for more than just a job. At SnapStream, we invest in our people by offering a comprehensive benefits package and meaningful opportunities for growth.

• Learn from and collaborate with a talented, focused team
• Be part of building something meaningful with real impact
• Comprehensive health coverage, including medical, dental, vision, FSA or HSA options, life insurance, and disability insurance
• Paid time off and paid parental leave to support work-life balance
• 401(k) retirement plan with company matching
• Enjoy flexibility and collaboration in an intentional, remote-first work environment equipped with the tools and technology you need to succeed
  

SnapStream is proud to be an equal opportunity workplace. We are committed to creating an inclusive workplace and do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.