Senior Customer Success Manager

Role Overview

This is a senior leadership role for an experienced customer, technology, and operations professional who can translate complex broadcast and media environments into measurable customer value. The role leads a portfolio of strategic customers and acts as the senior Customer Success presence in the AMECS region.

What You Will Do

Tasks include shaping account strategy, strengthening executive relationships, improving adoption and renewal readiness, and helping scale the people, processes, and operating rhythm of the AMECS CSM function.

Why It Might Be a Fit

The successful candidate will be equally comfortable in a customer executive meeting, a technical service review, a commercial planning discussion, and a coaching conversation with a CSM. They will have the opportunity to shape how Customer Success operates in the AMECS region, significantly influence the global CS operations model, coach and develop a regional team, and bring senior operational and commercial experience to the leading companies in media and sports technology.

Requirements

• 10+ years of progressive experience across Customer Success, account leadership, service delivery, technology operations, consulting or a closely related field
• Demonstrated leadership of teams, functions or multi-disciplinary programs, including coaching, prioritization, and organizational scaling
• Substantial experience in broadcast, media, sports technology, and/or live production
• Proven ownership of strategic customer or partner relationships, including executive stakeholders, complex delivery, service risk, and commercial considerations
• Ability to connect technical, operational, and business perspectives and to communicate credibly with both senior executives and technical specialists
• Experience building adoption strategies, contributing to renewal discussions, account growth, and commercial proposals
• Strong analytical judgement and experience using metrics, reporting, and customer intelligence to drive decisions
• Excellent written, verbal, presentation, facilitation, and stakeholder-management skills
• Ability to travel internationally as business and customer priorities require

Benefits

• Health Insurance
• Paid Time Off
• Professional Development