Customer Success Manager
Bitmovin provides API based software that powers the world's largest OTT online video providers with video developer tools, built by industry experts.
Come join the team building innovative online video software for developers and content owners worldwide!
We’re looking for talented, passionate and inspired people who believe in the possibilities of video to tell compelling stories and want to enable video creation as well as consumption. Join us to innovate and lead the market for video encoding, playback on mobile and other devices, and analytics around user experiences.
As Bitmovin’s Customer Success Manager (CSM), you will work alongside Bitmovin’s Enterprise customers to manage the post-sale experience. CSMs at Bitmovin are customer advocates, working cross-functionally to ensure adoption, retention, and (yes) success for their customers. This role goes beyond just renewals and upsells—it's about thinking like the customer—understanding their goals, and clearing the way for them to succeed. Your engagement with the customer, product knowledge, organizational skills, plus copious empathy ensures the customer feels seen, heard and thoroughly looked after.
You will maintain a deep understanding of our product portfolio, and together with the sales and solutions leads, present relevant features/functionality tailored to the customer’s unique business needs. Success means you achieve your retention goal for your book of business. You will accomplish this by fostering strong relationships, demonstrating the value our products and services provide the customer via regular business reviews, and being a staunch advocate for the customer within Bitmovin.
As a Customer Success Manager you will
- Onboarding customers to facilitate a soft landing + set the tone for their experience with Bitmovin
- Determine success criteria for the customer project, and develop a success plan to deliver against
- Manage/oversee the customer life cycle: Onboarding, maintenance, and sunset
- Conduct regular account reviews (QBRs) to provide a comprehensive and historical overview of the account including past (what’s happened so far?), present (where are we today?), and future (where are we going?)
- Monitor usage over time, Identifying and reporting on patterns and trends that affect the customers' experience
- Facilitate discussion around new products and enhancements to educate and drive expansion opportunities, looping in technical and/or sales resources when needed
- Monitor progress of customer issues, escalate as needed
- Develop and maintain long-term relationships with stakeholders in your account portfolio
- Work cross-functionally to resolve customer business issues
- Create sales collateral including pricing schemes, usage analyses, etc.
- Supreme responsiveness
- Some travel required
- Work with Sales and Solutions to assess health of account
It would be great if you have
- 3+ years of experience in a Customer Success/Account Management role servicing enterprise accounts
- You have previous experience working with highly technical products
- Understanding of cloud computing, Online video streaming, digital video workflows, SaaS business structure
- Ability to work independently, prioritize, multi-task, and perform effectively under pressure
- Excellent verbal and written communication skills at all levels
It would be even better if you have
- Understanding of cloud computing, digital video workflows, SaaS business structure
- Experience in Video Solutions Industry
- Passion for digital video
- Additional language: Spanish, Portuguese
Bitmovin’s Benefits
- Working with an innovative, fast-growing and international team with low hierarchy
- Opportunity to make an impact on the multimedia industry, with target markets EU, US and APAC
- Competitive salary
- Flexible work hours
- Investment in growth and education
- No routines, but new challenging projects with global impact
- Free snacks and great coffee
- Open spaced office
- Regular and fun team activities (hackathons, skiing days, …)
- Choose your own hardware
- The opportunity to work for an exciting start-up, building innovative video solutions
About Bitmovin
Bitmovin, a YCombinator company, is a fast growing privately owned technology leader, located in San Francisco, CA and Klagenfurt, Austria.
The company was founded by the co-creators of international media standards like MPEG-DASH, that is used today by Netflix, Youtube, and others. Bitmovin is the technology leader in online video technologies such as cloud-based encoding, adaptive streaming players, 360°/VR streaming and performance analytics. Bitmovin is backed by top investors such as Atomico as well as industry leaders like the former VP Engineering of Netflix, former CTO of Cisco, founder of Unity3D, and many others. Bitmovin’s customers include the top media and technology companies worldwide, including discovery+, fuboTV, DAZN, BBC, RTL, RedBull Media House, Globo, ClassPass, The New York Times and many others.
Working at Bitmovin is fast-paced, fun and challenging with colleagues and customers worldwide.
Bitmovin is an equal opportunity employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
STARTING TIME: Immediately
Empower your future and join us now!
Bitmovin does not accept unsolicited referrals or resumes from any source other than directly from candidates. The submission of referrals or resumes by anyone other than a candidate directly to Bitmovin will be deemed gratuitous, and the company will not be obligated or bound in any way to pay any fee if the candidate is hired.