Bitmovin

Customer Success Manager

Bitmovin

full-time

Posted on:

Origin:  • 🇪🇺 Anywhere in Europe

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Lead Accounts: Head up engagements with Bitmovin’s largest and most strategic customers across EMEA.
  • Drive Autonomy & Impact: Leverage your customer obsession to directly influence customer satisfaction, retention, and significant expansion.
  • Blend Diverse Skills: Combine your account management, customer success, and technical acumen in a dynamic environment.
  • Innovate & Shape CS: Bring your best ideas to the table to evolve and refine the customer success approach within Bitmovin.
  • Experience Scale-Up Growth: Immerse yourself in one of the most exciting and fast-paced scale-up environments in the industry, backed by great benefits.
  • Strategic Onboarding: Facilitate a smooth, successful onboarding experience that sets the tone for the entire customer lifecycle.
  • Success Plan Development: Work with customers to define clear success criteria and create comprehensive success plans to guide their journey.
  • Proactive Lifecycle Management: Own and oversee the entire customer lifecycle, from initial implementation through ongoing usage, optimization, and renewals.
  • Executive Business Reviews (EBRs): Conduct regular, data-driven account reviews to provide a holistic view of performance, highlight value, and align on future strategy.
  • Usage & Trend Analysis: Monitor customer usage patterns, identify trends, and provide insights that drive better outcomes and flag potential risks or opportunities.
  • Value Realization & Expansion: Continuously demonstrate the value Bitmovin brings. Facilitate discussions around new products/features, collaborating with sales and solutions teams to drive expansion opportunities.
  • Relationship Building: Develop and maintain strong, long-term relationships with key stakeholders and decision-makers within your portfolio of enterprise accounts.
  • Cross-Functional Advocacy: Act as the internal voice of the customer, working closely with product, engineering, support, and sales to resolve issues and champion customer needs.
  • Account Health Monitoring: Proactively conduct regular health checks to ensure customer satisfaction and mitigate potential churn risks.

Requirements

  • Proven Enterprise CS/Account Management: Extensive experience managing large, complex enterprise accounts, preferably within the Video Streaming or advanced SaaS industries and Cloud Computing.
  • Technical Acumen: Strong understanding of online streaming, digital video workflows, and complex API-based technical products. Capable of confidently discussing the technology and its business impact.
  • Exceptional Communication: Highly proficient at listening, tailoring communication styles to different audiences (technical to executive), and fostering clear, productive conversations. You are a natural facilitator.
  • Strategic & Creative Thinker: More than just reactive; capable of generating new insights, constructively challenging the status quo, and proactively driving solutions to ensure customer success.
  • Resilience & Tenacity: Adept at navigating challenges, overcoming obstacles, and persisting to achieve positive outcomes for your accounts.
  • Superior Time Management & Prioritization: Skilled at managing multiple complex accounts, balancing competing demands, and consistently meeting strategic deadlines.
  • Deep Customer Focus & Problem-Solving: Truly passionate about customer success, excellent at identifying customer needs, and experienced in collaboratively resolving complex business and technical issues.