Senior Customer Success Manager

At MainStreaming, we are on a mission to enable broadcasters, media and gaming companies transition to streaming video and offer their audience the best Quality of Experience.

With our innovative solution we deliver live and on-demand video, integrating all operative phases for ingest, encoding, management and distribution.

We are looking for a:

Senior Customer Success Manager

Job Description:

As a Senior Customer Success Manager at MainStreaming, you will be responsible for driving customer satisfaction and retention within our CDN and Video Streaming business. You will work closely with our customers to understand their needs, identify opportunities for growth, and ensure their successful adoption of our video streaming solutions.

Responsibilities:

• Build and maintain strong relationships with our customers, acting as their primary point of contact.
• Proactively identify and address customer needs and concerns, ensuring high levels of customer satisfaction.
• Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of our solutions.
• Provide training and support to customers, enabling them to effectively utilize our products and services.
• Oversee customer contract renewals, maximizing revenue and customer lifetime value.
• Advise key customers, offering strategic guidance, performing business reviews, and spotting upsell and expansion opportunities.
• Monitor customer health metrics, identify areas of risk, and proactively address issues to mitigate churn.
• Collaborate with internal teams to resolve customer issues and provide timely solutions.
• Analyze customer data to identify trends, opportunities, and areas for improvement.
• Collaborate cross-functionally with Sales, Product, and Support teams, advocating for customer needs and ensuring alignment on customer success strategies.

What we’re looking for:

• PASSION FOR THE PRODUCT: Professional attitude towards software craftsmanship including testing and a passion for writing good documentation.
• PROACTIVITY: You are confident enough to self-start your project and set your priority in autonomy while working with a group of international peers.
• EAGERNESS TO LEARN: You don't get scared of something new; we provide you an environment where you can improve every day.
• TEAMWORK: A high degree of collaboration; we are a team, we develop and grow together.
• ENGLISH: Professional proficiency level; you will share your time within an international team.

SKILLS

• 8+ years of experience in B2B SaaS customer success or technical account management, working with Enterprise customers.
• Proven track record of building and maintaining strong customer relationships.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Have an understanding of networking and internet protocols such as DNS, HTTP, and TCP/IP.
• Experience working in the on-demand and live video streaming industry is preferred.
• Knowledge of CDN technologies and protocols is a plus.
• Fluent proficiency in English is mandatory; other languages are a plus.

What we offer:

• A young, dynamic, and entrepreneurial environment where you can develop and grow.
• An innovative technology and service able to support the transition from traditional broadcasting to the streaming entertainment of the future.
• A growth path aimed at improving your professionalism.
• Flexible working hours.
  
• Breakfast, lunch, and snacks in our office.
• Access to E-Learning platform.

Salary and benefits will be assessed in relation to the candidate's experience and skills.

In MainStreaming, you will be part of a dynamic, flexible, young, tight-knit, and international environment and will have the chance to work in a company that values innovation, out-of-the-box thinking, its employees, and is committed to making the world a better place.