Sr Customer Success Manager

The Mission

Backlight is a global media technology company dedicated to improving the entire video content lifecycle, from creation to monetization. Our suite of SaaS solutions empowers creative teams at every stage of production.

As our Sr. Customer Success Manager, you will own the success of some of Backlights high-value clients in North America. Youll ensure they achieve measurable business outcomes, maximize platform value, and see Backlight as an indispensable partner, directly influencing our product direction and growth.

Responsibilities

• Build deep, strategic relationships with senior client stakeholders, positioning Backlight as a critical enabler of their business imperatives.
• Act as the definitive expert on Backlights platform (Iconik and Wildmoka), guiding clients to optimal use and identifying new ways our solutions drive their success.
• Own the renewal and expansion strategy for your accounts, identifying opportunities to deepen our partnership, drive new revenue with the install base and grow our footprint.
• Proactively monitor client health and usage, translating data into actionable insights that preempt issues and accelerate adoption.
• Drive internal alignment, championing client needs across Product, Engineering, and Sales to ensure our roadmap and services directly support their growth.
• Advise clients on industry trends and best practices, helping them leverage Backlight to navigate market shifts and achieve competitive advantage.
  
  

• 5+ years of experience owning customer relationships in enterprise SaaS with a focus on content, workflows, and/or asset lifecycle management. High-level understanding of video formats, ingest, delivery, and distribution.
• A track record of translating complex client needs into clear action, driving measurable business outcomes.
• Exceptional ability to engage and influence senior executives, articulating value and building trust.
• Demonstrated ability to manage multiple complex accounts, balancing competing priorities and driving projects to completion.
  
  

• Experience supporting customers in media, broadcast, or streaming environments.
• Experience working with global partners and/or resellers.