Customer Success Manager

Our enterprise SaaS platform and app enables the world’s biggest sports, entertainment and media organizations to power their short-form content ecosystems, from the capture and creation to the organization and delivery of assets. We are seeking a relationship-driven individual with a growth mindset to support and manage our biggest entertainment and consumer brand relationships in North America. As part of the Customer Success department, the ideal person for this role will be a critical part of Greenfly’s team. With a track record of growing accounts and building long-term relationships, you will oversee some key iconic customers. Building a deep understanding of how Greenfly’s customers best utilize Greenfly to support and optimize their organizations, you’ll be pivotal in ensuring customer adoption, retention and expansion. The Customer Success team will look to you as an expert of short-form content within entertainment and brands. Responsibilities: Establish and build customer relationships at all levels of Greenfly’s entertainment and brand customers in North America Drive renewals and grow Greenfly’s business within customers, working across business units at our customers Understand the Greenfly platform and app to ensure customers are leveraging functionality to its fullest Work cross-functionally with Sales, Marketing, Product and Engineering to advocate on behalf of customers and deliver value at every touchpoint Support customers through on-boarding, including initial setup and training to ensure maximum usage, value, retention and expansion Create unique playbooks for customers’ advocates with attention to detail Lead strategic conversations with key stakeholders to ensure the customer is successful in meeting business and Greenfly specific objectives Own both customer-facing and internal execution and communication Monitor customer usage and metrics to track adoption, opportunities for expansion and at-risk signs Work proactively to eliminate any risk for churn Deliver reports to showcase value, opportunities for improvement and growth, and overall trends Build out best practices and processes for entertainment and brand customers A proactive approach to building customer relationships and navigating complex entertainment and brand organizations Proven results in meeting customer retention and expansion goals Excellent verbal and written presentation skills when communicating to a range of stakeholders, including executives 5+ years of account management, customer success or B2B SaaS experience Experience working at or directly with enterprise entertainment organizations and/or consumer brands; media a plus Clear understanding of the social media and entertainment landscape and current trends Proven ability to succeed in a fast-paced, startup environment Problem solver with strong project management skills Ability to ramp up quickly Experience with Salesforce or a customer management tool such as Catalyst Experience working in a startup environment Travel up to 25% of the time required Stock options Great benefits package including medical, dental, and vision coverage This position will be based in New York or Los Angeles with access to a shared workspace You’ll visit our Santa Monica, California HQ office occasionally Greenfly is an equal opportunity employer and we have a culture of diversity and inclusion