Customer Success Manager

Join Our Talent CommunityFacebookLinkedInEmailXCopy URLIf you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.Customer Success ManagerNew York, NY, New York, NY, US30+ days agoRequisition ID: 1008ApplyWhip Media is the leading SaaS platform transforming how the world’s largest media and entertainment companies manage, distribute, and monetize content across the global streaming supply chain. Our flagship product, Helix, is an AI-native platform built to radically optimize content operations empowering data-driven decisions that maximize revenue, streamline distribution, and scale profitable strategies. Trusted by top studios, networks, and streaming platforms, we’re redefining the business of content through innovation, collaboration, and a culture that values impact just as much as fun. If you’re ready to shape the future of entertainment at the intersection of media and technology, join us. About the Role:As a Customer Success Manager at Whip Media, you'll be a vital partner to our diverse portfolio of media clients, including major studios, broadcasters, streamers, and distributors. You'll be instrumental in ensuring they realize the full potential of our sophisticated SaaS platform, enabling them to make smarter business decisions around their valuable content. This role demands a proactive, solutions-oriented individual with a passion for helping clients measurably achieve their strategic objectives. Candidates must be from the New York City area to be on client sites weekly.Responsibilities:Be customer obsessed: Develop deep, trusted advisor relationships with assigned Whip Media clients, understand their unique content strategies, business workflows, and revenue goals.Own and drive new customer implementation: Work with Solutions Architects and Product to develop implementation timelines and own project plans ensuring on time and on budget delivery. Drive Platform Adoption and Value Realization: Proactively guide clients through onboarding, training, and ongoing engagement to ensure seamless integration and maximum utilization of Whip Media's platform features and functionalities.Facilitate Renewals: Ensure high levels of Customer Satisfaction, which translate into contract renewals and account expansion (see below).Expansion and Upsell Opportunities: Identify opportunities for platform expansion and new product adoption within existing client accounts, collaborating closely with the Sales team to ensure growth within existing clients.Be the Voice of the Customer: Advocate for client needs and provide insightful feedback to our Product, Engineering, and Sales teams to inform platform enhancements and ensure our solutions continue to meet the evolving demands of the media industry.Proactive Problem Solving and Optimization: Identify potential challenges or inefficiencies in clients' workflows and proactively recommend solutions and best practices leveraging Whip Media's capabilities.Measure and Articulate Impact: Define and track key performance indicators (KPIs) relevant to each client's success, regularly communicating progress, insights derived from our platform, and the tangible business value delivered.Develop and Execute Success Plans: Create and implement customized success plans for strategic clients, outlining key objectives, milestones, and strategies to achieve their desired outcomes with Whip Media.Contribute to Customer Success Excellence: Participate in the development of best practices, tools, and resources to continuously elevate Whip Media's customer success program.Industry Expertise: Maintain a strong understanding of the global media landscape, content licensing models, distribution strategies, and the challenges and opportunities facing our clients.Be curious: Follow your natural curiosity to learn and be part of a creative, always-learning team.  Qualifications:Must reside in New York City. This...