Senior Customer Success Manager

Job Description

Job Description

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. 

Requirements

Essential 

• 10+ years of progressive experience across Customer Success, account leadership, service delivery, technology operations, consulting or a closely related field. 
• Demonstrated leadership of teams, functions or multi-disciplinary programs, including coaching, prioritization, and organizational scaling. 
• Substantial experience in broadcast, media, sports technology and or live production
• Proven ownership of strategic customer or partner relationships, including executive stakeholders, complex delivery, service risk and commercial considerations. 
• Ability to connect technical, operational and business perspectives and to communicate credibly with both senior executives and technical specialists. 
• Experience building adoption strategies, contributing to renewal discussions, account growth, and commercial proposals.
• Strong analytical judgement and experience using metrics, reporting, and customer intelligence to drive decisions. 
• Excellent written, verbal, presentation, facilitation and stakeholder-management skills. 
• Ability to travel internationally as business and customer priorities require. 

Preferred 

• Experience establishing or scaling a regional operation, customer success function or customer service model. 
• Knowledge of Vizrt solutions or comparable broadcast graphics, production, data or media technology platforms. 
• Working knowledge of cloud, IP, SaaS, infrastructure, support and service-management concepts. 
• Experience in global or cross-border organizations and working with distributed teams. 
• Bachelor’s degree in business, information technology, engineering, communications or a related discipline, or equivalent practical experience.

Benefits

Across Vizrt, we all work with our shared purpose in mind; to deliver more stories, better told. That is because we believe that stories have the power to impact not just the audience, but the teller as well. A well-crafted and well-delivered story can change the world. We strive and innovate to deliver the best software-defined visual storytelling tools to the world’s storytellers across broadcast, media, public service, enterprise, not-for-profit, education, health, houses of worship, in fact wherever there is a need to educate, entertain or inform. Because that is what stories do, it is why they are important

4 billion humans see the stories that our customers tell every day. So, for us diversity is not an optional objective, it is a simple reality. Our customers’ customers are diverse, our customers are diverse, Vizrt gains strength from being diverse

It is true that we hold our diversity to be essential, it is something we constantly nourish and pay attention to, but it is not something we take for granted. We do not tolerate discrimination or harassment. We champion inclusion and we value each other’s stories, and we relish their telling

We offer a comprehensive benefits package that includes:

• Health Insurance: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy
• Paid Time Off: Generous vacation days, sick leave, and holidays to ensure you have a work-life balance
• Professional Development: Opportunities for ongoing training

Join our team and take advantage of these benefits while working in a dynamic and supportive environment.

Recruitment Process   

• Recruiter Screening 
• Team Interview 
• Case Interview
• Final Interview