Head of New Media Customer Success

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.

Bitmovin is looking for a motivated Head of Customer Success to support the next phase of our growth. The Head of Customer Success plays a key role in driving customer goals, product adoption, advocacy, and revenue expansion by improving engagement, response, success, retention, and growth. The Head of Customer Success will work with the Management team, Revenue Operations, Solutions, and Marketing to ensure a “single view of the customer” to drive successful outcomes.

The Head of New Media Customer Success will initially have the following direct reports: New Media Customer Success Managers

The successful candidate is a data-driven results-oriented and self-motivated individual with an outgoing personality and comfortable with business fundamentals. You will be a key driver for identifying revenue growth for the company and will unbridle sales, improve customer interactions and guide management.

As a Head of New Media Customer Success, you will... 

• Accountable for driving customer adoption and experience, leading to high retention, scale, and revenue expansion.
• Responsible for all Renewal, Upsell, and Cross-Sell at non-Media & Entertainment accounts.
• Leading, expanding, and coaching the Customer Success New Media team by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing an exceptional team
• Implement a short and long-term plan - to drive new customer touchpoints to improve engagement and retention. 
• Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
• Drive customer outcomes, product adoption, and customer experience. Reduce churn and drive new business growth through greater advocacy and reference ability
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
• Utilize sales and customer deal analytics to make informed decisions that drive revenue growth and retention.
• Work with Solutions organization to support customers from onboarding to ensure long term product success
• Work alongside Product and Marketing to ensure new product features, developments and benefits are appropriately shared with customers to drive adoption
• Coach and mentor the New Media Customer Success team to ensure career opportunities and scale.

It would be great if you have

• Impassioned experience within Customer Success, Sales Engineering, or Operations in a SAAS business
• Experience in selling streaming media solutions and/or video infrastructure to the major broadcasters
• Able to move fast and use data to inform decisions
• A strong vision of customer experience, professional services, and support
• Strong analytical, critical thinking and problem solving skills.
• Strong management and coaching skills to develop talent
• Exceptional communication skills – written and verbal
• Passion for technology and aptitude to learn new technologies
• Knowledge of technologies and applications such as Salesforce, Github, etc
• Experience with tools such as CRM, support, NPS and proficient in Excel
• Bachelor’s degree 

Why you should join Bitmovin

• Truly flexible work:life blend approach with flexible working hours
• Home Office Bonus
• Extra time-off at Christmas: Dec 24th & 31st
• Volunteering Days (5)
• Enjoy a Customer Subscription (free access to a select streaming service)
• Events & Conferences
• Free choice of Hardware
• Swag (seasonal gift package from Bitmovin)
• Continual training, personal development, and language courses available
• We invest in your mental and physical wellbeing
• Compensation review cycle / performance bonus
• Regular Social Events
• Additional days off (bridge days)
• Central office locations in Klagenfurt, Vienna and Berlin
• Free snacks & drinks at the office (Vienna, Klagenfurt)
• Ticket for the public transport (Vienna) OR lunch benefit (Lieferando)
• Sodexo - Lebensmittel Pass Card (meal allowance)
• Lunch Benefit (Klagenfurt)
• Regular Social Events 
• German language course (Austria & Germany)
• Bike leasing (Austria)

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.

Diversity, Equity & Inclusion

At Bitmovin we sincerely believe in the value that true diversity brings to a company. We diligently ensure our business, our people, our language and our actions do not discriminate against differences in race, religion, colour, origin, gender, sexual orientation, education, age, marital status, veteran status, disability and neurodiversity. Diversity is a part of our company character, thus we strive for the inclusion of diverse thought leadership to enhance the capability and uniqueness of our company proposition and culture.

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.