Senior Customer Success Manager (West Coast, US)

Core skills: Customer Success, Account Management, Communication, Video Technology, Customer Retention, Customer Expansion, SaaS.

Bitmovin is a global Series-C SaaS scale-up that provides award-winning video streaming technology to world-renowned brands including Disney+, Discovery+, BBC, Red Bull Media House, Hulu, fuboTV, and The New York Times, to name just a few. 

Our solution suite consists of a Video Encoder, Player, and Analytics platform, enabling content owners to redefine the viewer experience through API-based workflow optimization, fast turnaround, and scalability. Innovations include the first commercial HTML5 MPEG-DASH.

“We are constantly seeking out forward thinking individuals who
want to shape the future of video… come and work with us!”

Stefan Lederer, CEO

At Bitmovin we value cognitive diversity and the huge part this plays in not only creating a global culture second to none, but in how this underpins our ability to create truly representative, Emmy award winning products. Diversity in all its forms is encouraged and celebrated at Bitmovin; everyone has a role to play in helping us shape the future of video.

As a Bitmovin Customer Success Manager (CSM), you have a remarkable opportunity to genuinely impact our Enterprise customers' lives. By acting as their dedicated advocate, you help them realize their full potential, fueling their success and growth. This role goes beyond renewals and upsells; it's about truly understanding their goals, empathizing with their challenges, and leading them toward achievement. Your passion, product knowledge, organizational skills, and sincere empathy will make our customers feel valued, understood, and supported throughout their journey. In turn, your dedication to our customers helps us achieve our goals of retention and growth.

This is a unique opportunity to:

• Lead Strategic Accounts: Head up engagements with Bitmovin’s largest and most strategic customers across the Americas.
• Drive Autonomy & Impact: Leverage your customer obsession to directly influence customer satisfaction, retention, and significant expansion.
• Blend Diverse Skills: Combine your account management, customer success, and technical acumen in a dynamic environment.
• Innovate & Shape CS: Bring your best ideas to the table to evolve and refine the customer success approach within Bitmovin.
• Experience Scale-Up Growth: Immerse yourself in one of the most exciting and fast-paced scale-up environments in the industry, backed by great benefits.

Your Critical Impact

Your primary mission is to empower your assigned enterprise customers to reach their full potential with Bitmovin’s innovative solutions. By guiding them to achieve their desired outcomes and unlocking maximum value, you will foster enduring partnerships, drive high retention rates, and uncover exciting expansion opportunities. Together, we will create a future of success and growth.

• Strategic Onboarding: Facilitate a smooth, successful onboarding experience that sets the tone for the entire customer lifecycle.
• Success Plan Development: Work with customers to define clear success criteria and create comprehensive success plans to guide their journey.
• Proactive Lifecycle Management: Own and oversee the entire customer lifecycle, from initial implementation through ongoing usage, optimization, and renewals.
• Executive Business Reviews (EBRs): Conduct regular, data-driven account reviews to provide a holistic view of performance, highlight value, and align on future strategy.
• Usage & Trend Analysis: Monitor customer usage patterns, identify trends, and provide insights that drive better outcomes and flag potential risks or opportunities.
• Value Realization & Expansion: Continuously demonstrate the value Bitmovin brings. Facilitate discussions around new products/features, collaborating with sales and solutions teams to drive expansion opportunities.
• Relationship Building: Develop and maintain strong, long-term relationships with key stakeholders and decision-makers within your portfolio of enterprise accounts.
• Cross-Functional Advocacy: Act as the internal voice of the customer, working closely with product, engineering, support, and sales to resolve issues and champion customer needs.
• Account Health Monitoring: Proactively conduct regular health checks to ensure customer satisfaction and mitigate potential churn risks.

• Proven Enterprise CS/Account Management: Extensive experience managing large, complex enterprise accounts, preferably within the Video Streaming or advanced SaaS industries.
• Technical Acumen: Strong understanding of online streaming, digital video workflows, and complex API-based technical products. Capable of confidently discussing the technology and its business impact.
• Exceptional Communication: Highly proficient at listening, tailoring communication styles to different audiences (technical to executive), and fostering clear, productive conversations. You are a natural facilitator.
• Strategic & Creative Thinker: More than just reactive; capable of generating new insights, constructively challenging the status quo, and proactively driving solutions to ensure customer success.
• Resilience & Tenacity: Adept at navigating challenges, overcoming obstacles, and persisting to achieve positive outcomes for your accounts.
• Superior Time Management & Prioritization: Skilled at managing multiple complex accounts, balancing competing demands, and consistently meeting strategic deadlines.
• Deep Customer Focus & Problem-Solving: Truly passionate about customer success, excellent at identifying customer needs, and experienced in collaboratively resolving complex business and technical issues.
• SaaS & Cloud Computing Knowledge: Basic understanding of cloud computing principles and the SaaS business model.

You don’t have experience with all the points above? Don’t worry, we will support you with learning, training, and coaching on the job.

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For all of our roles, we are willing to discuss flexible working arrangements to support everyone’s unique circumstances.