Customer Success Manager

We are seeking a dynamic and experienced Customer Success Manager to join our team! The ideal candidate will possess a proven track record in enabling successful customers with technology solutions, expertise in customer retention, and relationship management. This role offers an exciting opportunity to work closely with our clients, ensuring their success, satisfaction, and growth with Wowza products and services.

Local Denver area candidates strongly preferred.

Responsibilities:

Customer and Revenue Retention:

·      Proactively manage account territory day to day with a focused effort throughout renewal window to retain existing recurring revenue

·      Accurately forecast revenue retention monthly while maintaining updated reporting to allow for predictable outcomes

·      Proactively monitor and analyze client usage data to identify trends that require action.

·      Develop strategies and initiatives to increase client engagement and maximize revenue retention.

Relationship Management:

·      Work with a large group of accounts, as needed proactively or reactively, and prioritize daily tasks to mitigate customer impacting issues and maximize retention and growth opportunities

·      Build and maintain strong, long-lasting relationships with key stakeholders within client organizations.

·      Serve as the primary point of contact for client inquiries, issues, and escalations, ensuring timely and effective resolution.

·      Conduct regular check-ins and business reviews with clients to gather feedback, address concerns, and identify opportunities for additional value delivery.

·      Identify at-risk accounts and implement action plans to solve issues and prevent churn

Platform Adoption:

·      Partner with customers to ensure they are leveraging the full capabilities of the Wowza platform effectively

·      Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of our SaaS platform.

·      Collaborate with the sales team during the pre-sales process to understand client needs and expectations and develop customized onboarding plans accordingly.

·      Identify opportunities for customers to adopt additional Wowza product and services based on needs and usage patterns.

Customer Advocacy and Communication:

·      Act as a trusted advisor to clients, providing guidance and best practices to help them achieve their business objectives.

·      Advocate for client needs and priorities internally, ensuring alignment with product development and service delivery efforts.

·      Effectively communicate; internally and externally and notable items that may impact the customer relationship.

Who you are:

·      Proven experience in customer success or account management within the SaaS industry. 2+ years experience in a Customer Success or Account Management role with SMB or Enterprise accounts.

·      Exhibit high  situational adaptability, excelling in lightly defined or formative environments – excited to contribute to the growth and definition of such environments.

·      Strong understanding of revenue retention, and other relevant financial metrics.

·      Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal team members cross functionally.

·      Demonstrated ability to manage multiple clients and projects simultaneously, while maintaining attention to detail and meeting deadlines.

·      Strategic thinker with a proactive and results-oriented approach.

·      Experience with CRM software (e.g., HubSpot) and customer success platforms is a plus.

·      Bachelor’s degree in business administration, Marketing, or related field preferred.

Total Compensation package: $106,000-118,000. This role will have a total compensation of base and variable combined.

The total compensation package range represents the anticipated low and high end of our compensation package range for this position. Actual salaries and benefits will vary and will be based on a range of factors, such as a candidate’s qualifications, skills, competencies, and location. The compensation package is one component of our total compensation package for employees. 

Wowza offers a comprehensive benefits package which includes the following (US Employees): 

• Medical, Dental, and Vision insurance available 1st day of employment 

• Generous Paid Time Off 

• 401(k) with strong company match 

• Dependent Care Flexible Spending Account 

• Employer Paid Basic Life Insurance and AD&D 

• Voluntary Life Insurance (Employee/Spouse/Child) 

• Parental Leave 

• Short-Term and Long-Term Disability 

• Training & Development 

• Employee Assistance Program (EAP) 

Who We Are: 

Wowza Media Systems is a Colorado-based, globally-known leader in video streaming software solutions. Wowza’s software enables its customers to deliver high-fidelity video streams from any source to any destination, reliably at large scale and with low latency. Wowza’s solutions are implemented by tens of thousands of customers in more than 100 countries, across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by private equity firm Clearhaven Partners. 

Why Work for Wowza: 

Join a fast-paced, private equity-backed Colorado software company sitting at the intersection of mission critical video streaming applications. Wowza has long standing reputations for technical prowess and consistent innovation and has been a consistently growing company. In addition, Wowza’s team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local schools to helping parents monitor their children in the NICU, employees can cultivate the same creative energy that first brought the company to life. Our employees are encouraged to take ownership of their role and coworkers are happy to help one another along their video journey. We have a brand-new company headquarters office as well as remote employees across the US and around the globe.