Socialive is an enterprise video creation & live streaming software company based in El Segundo, California. Our powerful yet intuitive platform makes it refreshingly easy to capture, create, and distribute video. We empower teams across the organization, including marketing, internal comms, and learning & development. And we're helping drive the video commerce revolution. Socialive customers include startups to the Fortune 100 – such as J.P. Morgan, Morgan Stanley, Cisco, Adobe, and Audible. We're on a mission to radically simplify how the world makes video. Join us.
100% Remote Role
About our Team: Our company culture is top priority and we strive to create an environment where all of our team members are empowered to do their best work. We’re proud of the collaborative culture we’ve built, even while working fully remote. We also understand that in order to be your best self you need time to relax and recharge. That’s why we encourage everyone at Socialive to take Mental Health Days each month, in addition to their PTO and our company-wide holiday shutdown. As a Built In 2022 Best Remote-First Place To Work winner, we’re growing our diverse, fully remote team with forward-thinking individuals who want to uplevel their careers while contributing to something bigger. Diversity, Equity, and Inclusion (DEI) is at the heart of Socialive’s success and we celebrate it in everything we do. Our mission is to be a place where all people can be bold and the best version of themselves.
The Customer Success Manager will oversee customers through the full lifecycle (onboarding in partnership with an Implementation Manager, ongoing relationship and day-to-day management, renewal, expansion) of post-sales functions for Socialive’s’ customers. The CSM role requires a mix of technical and business acumen, and is revenue-focused, with customer retention and account growth being primary objectives. Performance in this position will be primarily measured on Gross Dollar Retention.
Responsibilities
Providing necessary enablement for our customers to drive usage, adoption, and business value relating to the customer’s specific business use case
Prepare and lead strategic Business Reviews with enterprise level customers and stakeholders
Ongoing customer management, supporting clients in their efforts to optimize their video content creation, editing, publishing, and live streaming
Designing and developing account plans to increase retention and up-sell
Driving business transformation through adoption, training, and development of best practices to continually grow incremental value for our customers
Providing guidance to customers to help them become engaged and loyal
Maintaining customer relationships to obtain product/service feedback and working with internal teams to ensure customer needs are met
Determining how to define, drive, and demonstrate ROI to every customer through scalable means
Qualifications
3+ years of SaaS CSM/account management experience, ideally working with marketing, L&D, or video/creative teams
Demonstrated success managing customers in an annual subscription model
Revenue and growth oriented, with experience owning and closing renewal and expansion opportunities
Likable, team-oriented player with great communication skills
Experience developing strong relationships with and presenting to executives
Demonstrated understanding of value drivers in recurring revenue business models
Experience with running Business Reviews and consistently hitting NDR targets
Compensation range $65,000-$85,000 plus 10% quarterly bonus based on performance
Employment type
Full-time
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