Senior Customer Success Manager

About JW Player:

JWP is the game-changing video software and data insights platform that's revolutionizing the Digital Video Economy. With our cutting-edge technology, we give our customers unparalleled independence and control over their digital video content. We began over a decade ago as an open-source video player, but today, JWP is the driving force behind digital video for hundreds of thousands of businesses worldwide. And with over 1 billion viewers tuning in every month across 2.7 billion unique devices, there's no limit to what we can achieve. We're on the lookout for passionate and innovative candidates who are ready to join us on this journey of transforming the world of digital video.

The Customer Success Team:

The Customer Success team at JWP is a vital component of our ongoing success. Beyond building strong client relationships, this team is instrumental in driving a substantial portion of our company's revenue through renewals and fostering growth within existing partnerships.

The Opportunity:

We are looking for a Senior Customer Success Manager to join our dedicated West Coast team. This role presents an exciting opportunity for you to become an integral part of our success in the Publishers space. By working closely with some of our largest named clients, you will have the chance to contribute to JWP's growth in the booming video industry. With your consultative approach and focus on our product, you will play a crucial role in retaining and growing relationships with media companies in the Western US. This position offers a dynamic and collaborative environment where you can make a significant impact on our business and the achievements of our valued customers.

As a Senior Customer Success Manager, you will: 

• Drive the success of digital publishers by leveraging your industry and product knowledge.
  • Your main focus will be on optimizing ad revenue and maximizing the monetization of video content, helping customers achieve their key performance indicators (KPIs). 
• Establish and nurture relationships with multiple stakeholders within large and complex customer organizations.
  • By understanding their individual goals and objectives, you will facilitate their achievement and provide valuable support.
• Concentrate on product adoption, expanding the depth and breadth of our customer relationships.
  • Through a comprehensive understanding of our offerings, you will guide customers in fully leveraging our platform's capabilities.
• Manage the entire customer lifecycle, from onboarding and implementation to negotiating renewals.
  • By ensuring multi-level alignment and identifying opportunities for expansion, you will contribute to the growth of our product within customer accounts.
• Collaborate closely with an Account Executive, taking joint ownership of the revenue generated by your book of business. Together, you will strategize and uncover opportunities within your portfolio.
• Work in close partnership with various teams within the organization, including Support, Product, and Technical Services. As the voice of the customer within JWP, you will advocate for their needs and contribute to their success.
• Utilize internal systems such as Salesforce and Gainsight to gain a comprehensive understanding of customer data. You will also be responsible for maintaining and enhancing our CRM data.

Requirements for the role:

• Bachelor's degree and a minimum of 5 years of relevant experience in ad tech, publishing, and/or digital media.
• Willingness to travel as required to meet key customers.
• Ability to deliver results by focusing on retention and driving pipeline growth for SaaS-based contracts.
• Excellent interpersonal, organizational, and communication skills, both written and verbal.
• Passion for understanding and adapting to new technologies.
• Experience in a quota-carrying role with a strong emphasis on retention.
• Proficiency in sales tools, including Salesforce.com.
• Demonstrated analytical and problem-solving abilities.
• High ethical standards and unwavering integrity.

Bonus Points:

• Multi-Lingual
• Familiarity with video ad tech
• Sales Experience

Perks of being at JW Player, U.S.

Our goal is to take care of you and ensure you will be successful in your new role. Your success is our success! 

As a full time employee, you are eligible for the following benefits:

• Private Medical, Vision and Dental Coverage for you and your family
• Unlimited Paid Time Off
• Stock Options Purchase Program
• Quarterly and Annual Tea