VP, Customer Success and Solutions Delivery

The Mission

Backlight is a global media technology company dedicated to improving the entire video content lifecycle, from creation to monetization. Our suite of SaaS solutions empowers creative teams at every stage of production.

As our VP, Customer Success & Solutions Delivery, you will own the entire technical sales team including both pre and post-sale customer journey, leading the teams responsible for complex technical onboarding, solution architecture, and long-term account health. This role requires a unique blend of deep technical acumen and sophisticated client-facing revenue leadership. You will build and scale functions that ensure global enterprise customers seamlessly integrate and achieve measurable outcomes with Backlight’s technology, directly driving retention and expansion.

Responsibilities

• Responsible for the renewals and expansion revenue streams and forecast.

• Manage and scale the Technical Sales function to align Backlight offerings with customer needs and achieving solution validation within the sales process.

• Manage and scale a proactive customer success team that maximizes product adoption, technical health, and long-term value for enterprise accounts.

• Oversee end-to-end solution implementations team, ensuring on-time, high-quality technical deployment tailored to client needs.

• Champion customer needs internally, translating feedback into actionable insights for Product and Engineering.

• Drive customer retention, mitigate churn, and identify expansion opportunities by demonstrating continuous ROI and technical alignment.

• Establish clear KPIs, implement best-in-class tools, and foster a culture of accountability within your organization.

Requirements

• 10+ years of experience in Customer Success, Professional Services, Solutions Architecture, Sales Engineering, or Technical Delivery, with at least 5 years leading and scaling high-performing teams.

• Proven ability to hire, mentor, and scale high-performing, customer-centric organizations.

• Demonstrated success in defining and executing strategies that drive measurable customer retention and expansion.

• Deep understanding of SaaS, enterprise solution delivery, and building long-term, value-driven customer partnerships.

• A data-driven approach to tracking team performance and continuous improvement.

Bonus Points

• Experience in the media technology, broadcast, or video content lifecycle sector (e.g., MAM, MAM/DAM systems, OTT, encoding, cloud editing).

• Experience engaging directly with C-suite stakeholders.

Work Arrangement

Location: US-Remote (EST or CST) or EMEA

The anticipated salary range for this position is $180,000-$225,000 annually , depending on experience, skills, and geographic location. This role also features a variable compensation structure (uncapped commission) in addition to the base salary and benefits.