Senior Customer Success Manager

Senior Leadership Role This is a senior leadership role for an experienced customer, technology, and operations professional who can translate complex broadcast and media environments into measurable customer value. This role leads a portfolio of strategic customers and acts as the senior Customer Success presence in the AMECS region, partnering with Sales, Post-Sales, Product and other Vizrt operations. The successful candidate will shape account strategy, strengthen executive relationships, improve adoption and renewal readiness, and help scale the people, processes and operating rhythm of the AMECS CSM function. They will be equally comfortable in a customer executive meeting, a technical service review, a commercial planning discussion, and a coaching conversation with a CSM. Tasks and Duties 1. Strategic customer and executive leadership Own the success strategy for a portfolio of strategic and complex AMECS customers, including clear outcomes, value plans, stakeholder maps, engagement cadence, risks and growth signals. Build trusted relationships with executive, operational, technical and commercial stakeholders, connecting customer priorities to the value of Vizrt solutions and services. Partner with Sales to conduct executive business reviews, strategic account and success planning, service reviews and critical customer conversations with clear decisions, ownership and follow-through. Act as a senior escalation point for customer risks, aligning the right internal leaders and ensuring transparent communication through resolution. Create customer advocates through measurable outcomes, references, testimonials, peer engagement, and industry participation. 2. Regional team leadership and capability building Provide day-to-day leadership, coaching and prioritization support for CSMs serving the AMECS market, with the potential for formal people-management accountability. Set clear expectations, goals and operating rhythms for account planning, customer engagement, risk management, adoption, renewal readiness and opportunity identification. Coach CSMs in executive communication, commercial judgement, technical discovery, customer value articulation and cross-functional influence. Assess capability needs, support development plans, contribute to hiring and onboarding, and help build succession and coverage of resilience across the region. Create a collaborative, evidence-led culture that balances customer advocacy with sound commercial and operational decisions. 3. Commercial stewardship and growth Partner with Sales and commercial teams on renewal strategy, retention risk, expansion opportunities and account plans while maintaining clear Customer Success ownership of customer outcomes. Use customer intelligence to identify qualified signals for cross-sell, upsell, managed services, professional services, and broader solution adoption. Support forecasting and governance through accurate account health, risk, engagement and opportunity data. 4. Broadcast, technology and service leadership Guide customers through adoption, modernization, and transformation involving software, cloud, IP, and integrated production workflows. Translate between customer business outcomes and technical realities, working effectively with engineering, support, delivery, and product specialists. Help establish appropriate success plans, service expectations, escalation paths, and governance for complex or business-critical environments. Use customer feedback and operational evidence to influence product, service, and roadmap discussions. 5. Operating model and organizational scale Design and improve repeatable Customer Success practices across onboarding, adoption, value realization, risk, advocacy, renewal readiness and lifecycle governance. Introduce practical mechanisms for portfolio prioritization, capacity planning, account segmentation, escalation management, and management reporting. Use data and customer intelligence to identify patterns, recommend action, and improve regional and global decision-making. Lead or sponsor cross-functional improvement initiatives that reduce friction for customers and increase the effectiveness of post-sales teams. Contribute thought leadership from the AMECS media, sports and technology market to the global Customer Success strategy. Why this role matters Vizrt is evolving customer engagement around recurring offerings, long-term adoption and demonstrable business value. Strategic media and sports customers expect a senior partner who understands live production, technology operations, risk, commercial priorities, and organizational change. The regional CSM organization needs a leader who can deliver immediate customer impact while also creating repeatable practices, developing talent, and improving cross-functional execution. Working relationships Reports to the Global Director of Customer Success. Works closely with regional and global Customer Success colleagues and has direct report responsibility for AMECS CSMs. Partners extensively with Sales, Support, Professional Services, also with Product Management, Marketing and other Vizrt teams. Represents the customer perspective in regional and global leadership discussions. What makes this a compelling next chapter This role provides the opportunity to shape how Customer Success operates in the AMECS region, significantly influence the global CS operations model, coach and develop a regional team, and bring senior operational and commercial experience to the leading companies in media and sports technology. The role is designed for a leader who still enjoys being close to customers and technology while creating structures that enable people and organizations to scale.