Customer Success Manager

About Atmosphere TV Atmosphere is the leading streaming TV platform built specifically for businesses. Unlike ad networks or signage companies, Atmosphere is the only true TV company whose first priority is to entertain television audiences outside of the home. Our content is designed to be fun, engaging, and worth watching, transforming waiting rooms, gyms, bars, and restaurants into better experiences for customers and better businesses for owners. We are the first and only company to think about both the business owner and their customers when creating TV content. With 60,000+ venues and a global audience of over 150 million monthly viewers, Atmosphere is redefining what TV means outside the living room. About the role Atmosphere is seeking a highly motivated individual who can help our customers get the most value from our industry-leading products. We are expanding our Customer Success team and need go-getters who are excited to help customers adopt new technology that can have a massive impact on their business. The ideal candidate has experience onboarding and supporting customers in a fast-paced environment. You love being on the phone with customers all day to understand their unique challenges, develop creative solutions, and motivate them to fully adopt Atmosphere. You are eager to own customer adoption goals and will serve as the "voice of Atmosphere" for our existing customer base. Whether you're fielding an inbound request or thinking critically to solve a technical hurdle, you are focused on driving satisfaction and ensuring a successful onboarding experience. Your contribution will have an immediate impact on the company's success. We offer a positive work environment with significant professional growth, allowing our Customer Success team to progress into new roles as we scale. This position reports to the Assoc. Director, Customer Success . What you'll do Conduct onboardings and train new customers on how to install and use Atmosphere to ensure immediate value Ensure a timely implementation process from the time a device is shipped to when the device is installed and actively streaming Provide quick, high-quality responses to inbound requests, owning the customer experience while providing technical solutions to help customers realize their goals Manage and optimize an organized ticketing pipeline and activity records using a CRM to ensure no customer falls through the cracks Prioritize and resolve omnichannel communications (phone, email, and chat) to consistently meet Service Level Agreements (SLAs) Triage and expedite complex issues, following up cross-departmentally to ensure a "closed loop" resolution for the customer Develop, demonstrate, and maintain technical skills to troubleshoot issues, create test scenarios, and investigate issues based on customer product use Understand customers' concerns and complaints, determine the cause of their problems, and think critically to identify the best solutions Analyze cancellation requests and churn patterns to identify trends, propose strategic saves, and reinforce long-term customer retention Identify and pursue upsell opportunities to support customer growth and account expansion Perform proactive account check-ins to maintain high levels of customer support and satisfaction Foster teamwork and collaboration across all teams to share feedback, innovate the product, and enhance operational efficiency Qualifications 0-2 years as a customer support/service/success representative Proficiency with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zoho, etc. Detail-oriented and well organized with a deep commitment to quality work products Strong analytical and problem-solving skills with the ability to think critically under pressure Ability to work independently and multitask in a fast-paced environment Excellent communication skills, with the ability to be clear and concise while remaining empathetic, accurate, compassionate, and resourceful Possess a strong sense of urgency and an ability to analyze and solve problems Positive, team-focused attitude Be passionate about positive customer service experiences and outcomes. Demonstrate sound judgment and decision-making Accept accountability and take a high level of pride in your work Compensation & Benefits: Competitive salary Company Equity Company 401(k) with employer matching Competitive insurance plans Flexible Time Off Policy Our Commitment to Diversity: Don't meet every single requirement? Research shows that women and underrepresented groups often hesitate to apply unless they meet all the criteria. At Atmosphere, we're committed to building a diverse, inclusive team where creativity, innovation, and teamwork thrive. If you're excited about this role but your experience doesn't perfectly align with every qualification, we still encourage you to apply-you might be the right fit for this or another role.