Customer Success Manager

We are looking for a Customer Success Leader who is passionate about creating amazing customer experiences and delivering innovative products to some of the leading media, sports and entertainment brands globally.

This role is ideal for Customer Success, Account Management and Sales professionals who are excited to help scale a growth‑stage company in the media and entertainment space and get energy from working hand‑in‑hand with customers to solve some of their most pressing issues.

This role reports directly to the VP of Customer Success & Analytics.

Value assurance and reporting

• Manage the timely, high‑quality, and budget‑compliant delivery of major development projects, including program management, reporting, and planning.
• Monitor key performance metrics related to customer success, including customer satisfaction data, retention rates, and upsell/cross‑sell opportunities.
• Continuously oversee service delivery and quality across all device types and apps, identifying opportunities for improvement, and conducting regular performance evaluations both internally and with our customers.
• Analyze application data, KPIs and trends to identify areas for improvement and develop

Customer Relationship Management

• Build and maintain strong relationships with key customer stakeholders, acting as their primary point of contact for day‑to‑day program needs.
• Proactively engage our customers by staying curious about their evolving business needs, challenges, and goals, in order to provide those customers with the best possible industry‑leading solutions.
• Anticipate and address customer concerns or issues timely and effectively.

Customer Onboarding and Training

• Oversee the onboarding process for new customers, ensuring a smooth transition and successful implementation of products and/or services.
• Support the development and delivery of customer training programs to maximize product adoption and usage.
• Provide ongoing support and guidance to customers to drive value realization and ROI.

Cross‑Functional Collaboration

• Advocate within Quickplay for customers within our Engineering, Product, and Sales teams, inclusive of product enhancements and improvements.
• Collaborate closely with Sales, Product, and Marketing teams to align Customer Success initiatives with Quickplay business objectives.
• Build robust relationships with key stakeholders, such as product heads and engineering leaders, external technology partners, lending to seamless communication & coordination throughout the customer lifecycle.
• Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities.

About you

• 7-10 years of progressive experience in a similar role or equivalent experience.
• Experience working on technical topics including software development.
• Proven experience in Customer Success Management, Account Management or Management Consulting.
• Must have thorough understanding of the software development life cycle (SDLC) processes, Agile methodologies, and advocate for adherence to standards.
• Excellent analytical and problem‑solving skills.
• Self‑starter, ability to work with some ambiguity and comfort working cross functionally.
• Ability to operate in a fast‑paced environment, managing multiple projects simultaneously while prioritizing time and resources based on business impact.
• High emotional intelligence and humility.
• Quick learner and ability to understand technology opportunities and challenges at a business level.
• Experience interacting directly with customers and partners.
• Excellent interpersonal, written, verbal and presentation communication skills.
• Demonstrated passion and talent for technology.
• Preferred: Proficient in OTT video domain and technologies.
• Preferred Bachelor of: Business/Information Systems/Engineering/Math/Science degree or equivalent experience.

Our working model is hybrid in Miami. Our Customer Success Leader will divide their time between working with the customer at their offices, and the rest of their time working remote.