Full-Time

Customer Success Manager

Posted on 8/30/2024

Brightcove

Brightcove

501-1,000 employees

Cloud-based video hosting and publishing solutions

Data & Analytics
Entertainment

Junior, Mid

London, UK

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Communications
Management
Marketing
Business Strategy
Requirements
  • 2 years+ in a quota carrying Customer Success, Relationship Management, Account Management, or similar role within a SaaS or software company.
  • Experience working with large Enterprise and Media customers.
  • Experience working with regional technology and channel partners.
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
  • Demonstrated ability to support complex renewals to closure.
  • Detailed understanding of client business strategy, drivers, goals and initiatives and translating these into Brightcove selling opportunities.
  • Proven ability to operate effectively in a fast-paced environment with entrepreneurial spirit, in which cross-functional teamwork and initiative is a must.
  • Possess excellent communication skills to customize communication to the customer’s needs with confidence; effectively deliver “memorable” presentations leveraging “why video” storytelling skills.
  • Demonstrate excellent networking skills to identify the right customer stakeholders and build connections quickly to drive consensus for deals; drive communications with internal cross functional teams for renewal success.
  • Retain a customer-first attitude while still exhibiting excellent negotiation skills.
  • Must be fluent in Spanish and/or French.
Responsibilities
  • Ensure the customers’ day-to-day business and operational needs are met in a timely manner delivering an exceptional customer experience.
  • Drive customer satisfaction and loyalty among our most valuable regional customers, ultimately to drive revenue retention and growth.
  • Proactively identify and escalate customer risk, liaising with internal teams to develop and execute a mitigation plan.
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
  • Collaborate closely with the Account Management team to partner on expansion opportunities.
  • Provide insights to customers to ensure that they adopt and get the most out of the platform with the aim of helping grow our customer base.
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
  • Become a domain and industry expert.
  • Maintain competitive knowledge & focus.
  • Exceptional at cross-collaborating internally with different teams, such as finance, legal, marketing, support etc.
  • Proactively solve problems for the customer and draw upon their ability to lead and empathize, with a sense of urgency to bring things to a quick resolution.
  • Consistently reports to the customer, whilst continually updating internal tools for pin-point accuracy of customer data for C-level stakeholders.
  • Help streamline team processes and proactively bring tools and enhancement opportunities to Customer Success leadership.
  • Demonstrate a high level of self sufficiency and support leadership by taking the lead on important team initiatives.
  • Represent the Customer Success team in company initiatives.
  • Serve as a team mentor and product expert.

Brightcove provides cloud-based video hosting and publishing solutions through its platform, Brightcove Video Cloud. This platform allows businesses to deliver high-quality video content across various devices and platforms, catering primarily to media companies, broadcasters, publishers, and enterprises. Clients subscribe to the service, gaining access to tools for video hosting, publishing, and analytics, which help them manage and distribute their video content effectively. Brightcove stands out from competitors with its fast deployment capabilities and flexible APIs, enabling seamless integration into existing systems. Additionally, its strong analytics tools provide insights into content performance and viewer engagement, assisting clients in optimizing their video strategies. The company's goal is to empower businesses to leverage video content for marketing, communication, and entertainment.

Company Stage

IPO

Total Funding

$152.9M

Headquarters

Boston, Massachusetts

Founded

2004

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

2%
Simplify Jobs

Simplify's Take

What believers are saying

  • The acquisition by Bending Spoons could enhance Brightcove's platform capabilities.
  • 'Marketing Insights' launch strengthens Brightcove's analytics for data-driven marketing strategies.
  • Brightcove Marketing Studio for Sales taps into the personalized marketing trend.

What critics are saying

  • Shareholder dissatisfaction may arise from the acquisition by Bending Spoons.
  • Strategic shifts post-acquisition could disrupt existing client relationships.
  • Patent sales to Adeia might weaken Brightcove's competitive edge in streaming technology.

What makes Brightcove unique

  • Brightcove offers fast deployment with flexible APIs for seamless integration.
  • The platform provides robust analytics for deep insights into viewer engagement.
  • Brightcove's focus on high-quality video experiences sets it apart in the digital market.

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Benefits

Hybrid Work Options

Unlimited Paid Time Off

401(k) Company Match

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Tuition Reimbursement

Parental Leave

INACTIVE