The Customer Success Manager (CSM) is responsible for ensuring that a select group of customers successfully deploy, optimize, and maintain Signiant SaaS solutions and continue to grow and renew their license year-over-year by driving more usage with our customers and identifying all potential use cases within their environment.

CSMs will own the customer relationship from initial deployment through adoption and renewal to ensure that the customer goals and expected results are realized. CSMs communicate regularly with customers to understand customers success factors and identify and track other projects that could be addressed by Signiant products. CSMs analyze usage patterns and educate customers with regards to product best practices to spur adoption and growth. You will report customer status regularly to the manager of Customer Success and escalate impediments to on-time success, growth and renewal.

The ideal candidate will have an outgoing and engaging personality, competitive work ethic, and be comfortable learning and adapting to new situations and technologies.

Please note that this is a hybrid remote position; therefore the chosen candidate will be expected to travel frequently to our Lexington, MA headquarters.

Responsibilities

• Drive customers toward strategic goals.
• Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.
• Engage in consistent, proactive client meetings to positively impact customer loyalty and revenue growth.
• Effectively manage reactive customer requests and anticipate their needs.
• Hold daily communication with internal teams and external customers.
• Provide detailed reports to management regarding task and activity.
• Manage all customer information, including updates on key contacts.

Knowledge, Skills & Requirements

• Bachelor’s degree.
• 3-5 years experience providing service or support to large customers.
• Assertive but empathic in nature; able to drive internal teams and external customers toward strategic goals through a combination of persuasion and rapport.
• Exceptional multi-tasking abilities and organization skills.
• Detail oriented, able to capture proper information correctly and accurately.
• Superior follow-through. Build trust and credibility with customers by consistently delivering on-time.
• Strong internal communication and teamwork skills.

About Signiant

Signiant, Inc. is one of the fastest growing companies in media technology — with customers across the media and entertainment industry including Disney, NBCU, the NFL, the NBA, Ubisoft, Paramount and the New England Patriots. Signiant’s cloud-native SaaS platform is used worldwide by all segments of the media and entertainment market, which includes Hollywood studios, sports teams and leagues, broadcasters, cable operators, TV station groups, gaming companies, post production and animation studios and more. Signiant is a multinational corporation with entities in the US, Canada, the UK, and Germany. At its core, Signiant software makes content flow easy, fast and secure, moving petabytes of high-value content every day all throughout the global media supply chain. With more than 50,000 businesses connected and over one million global end-users on the platform, we’re now innovating in areas that extend well beyond fast file movement to help media companies of all sizes create and distribute content more efficiently.