Customer Success Manager

It's an exciting time to join Netflix as we continue to transform entertainment globally. We bring new stories to over 200 million people in over 190 countries worldwide by promoting our original, exclusive content. A key growth factor is our ability to empower Netflix personnel to utilize in-house-built cutting-edge technology that maximizes studio/production efficiencies to facilitate the creation of the world’s best streaming content. 
Like all great companies, we strive to hire the best and we value integrity, excellence, respect, inclusivity, and collaboration. What is special about Netflix, among other things, is our Culture. 
The Team Content and Business Product Success uniquely sits between the teams developing the software products for Netflix Studio and the Studio employees & external partners who utilize these products. We are a Success Team that actively engages with cross-functional teams from both organizations on a daily basis to help drive change management, lead user education, assist with go-to-market launch campaigns, positively influence product adoption, and partner in closing feedback loops to both end-user stakeholders and the Product teams.
Our main goal is to empower all users (internal & external) of Netflix technology to do their jobs faster, easier, and smarter while gaining value toward their business goals. What we learn from doing this turns into feedback shared with the product teams that influences product development. If you are an early tech adopter and enjoy creating new pathways to help others do their best work and drive change/innovation, this is the space for you. 
The RoleThe Content & Business Customer Success Manager is a trusted advisor for building relationships, designing and delivering tailored learning experiences for end users, driving product adoption, and enhancing their engagement with Netflix-built apps. We are responsible for developing user communication & education strategies and implementation of blended scalable learning solutions for Netflix-built apps. SMs foster relationships with specific user groups across various business functions, gather & interpret product feedback, and provide actionable insights on how the products are received to our Product partners that manage roadmaps. While the core of our UCAN team is based in Los Angeles, this role requires global thinking and proactive regional collaboration to reach internal and external users around the world. The ideal candidate should be passionate about learning with the ability to empower users to extract value from software as well as have a keen understanding of complex, interconnected product workflows.

Responsibilities

• Actively develop innovative solutions to boost user engagement with applications and serve as a user advocate within the Product organization. 
• Collaborate with stakeholder groups, direct users, and insights teams such as Support, Studio Insights, and Data Management to define user learning goals and communication objectives. 
• Collaborate with Success teammates to drive product engagement, adoption, and value to users.
• Create communications strategy for new feature releases, ensuring that teams/users are aware of the impact on their workflows.
• Design, develop, maintain, and implement innovative and forward-thinking learning strategies that are integrated with a product’s go-to-market strategy, including the delivery of tailored and scalable blended learning experiences for a product’s global audience. 
• Maintain a comprehensive collection of subject matter resources for a range of products.
• Facilitate instructor-led training sessions for a portfolio of products.
• Establish clear and consistent pathways for driving change management alongside product/feature launches that result in users (internal and external) adopting and gaining value from the product.
• Partner with Product, Support, and Insights teams to analyze, identify, and communicate actionable items from feedback collected that are most impactful to inform product development.
• Build strong relationships and trust with Studio business partners, SMEs, and users to effectively advocate for them to product development teams.
• Engage with data to deliver storytelling on behalf of users to Product and Business stakeholders that demonstrate how products are being received and contribute to Product decisions.

Qualifications

• Our ideal candidate will have the following experience, but don’t feel that you must have it all before you apply:


• Will thrive in our culture
• Has 3-5 years of Learning and Development or Customer/User Success experience.  
• Ability to design blended learning programs (set goals, create and deliver curriculum & all materials, gather data, measure effectiveness)
• Superb content creation skills for all lea