Mediafly

Senior Customer Success Manager

Mediafly

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $125,000 - $145,000 per year

Job Level

Senior

Tech Stack

SFDC

About the role

  • Lead strategic, executive-level customer conversations to deeply understand business objectives, define measurable success outcomes, and position Mediafly as a long-term strategic partner.
  • Serve as the “captain” of the account team, modeling best-in-class customer leadership, driving internal alignment, orchestrating cross-functional initiatives, and ensuring all stakeholders (internal and external) are prioritized and supported.
  • Build and execute robust, data-backed mutual success plans that drive adoption, business value realization, and executive alignment across complex customer organizations.
  • Drive adoption and ROI expansion by proactively identifying opportunities, recommending best practices, and influencing customer behavior through consultative yet confident guidance.
  • Demonstrate exceptional executive presence and value storytelling, translating product capabilities and customer insights into compelling, outcome-driven narratives tailored for audiences up to the C-suite.
  • Own the customer’s strategic lifecycle, from onboarding to renewal and expansion, ensuring customers derive continuous value and achieve measurable business outcomes.
  • Proactively anticipate risks and opportunities by monitoring customer health, synthesizing qualitative and quantitative insights, and taking decisive action to protect and grow customer relationships.
  • Champion customer needs internally by collaborating closely with Sales, Product, Engineering, and Support to drive alignment, influence roadmap direction, and ensure a seamless customer experience.
  • Adopt and evangelize new processes, methodologies, and tools, leading by example and reinforcing operational excellence across the Customer Success organization.
  • Provide thought leadership to customers and internal teams, including guidance on industry trends, emerging use cases, and best practices that elevate the partnership and position Mediafly as a trusted advisor.

Requirements

  • 8+ years of progressive experience in Customer Success or related customer-facing roles (CS, Account Management, Sales Engineering, Consulting), preferably within B2B SaaS and managing large, complex, multi-stakeholder accounts.
  • Proven track record operating as a strategic-focused CSM, leading executive conversations, driving enterprise adoption, and delivering measurable customer outcomes.
  • Extensive experience engaging and influencing senior-level and C-suite stakeholders, with exceptional confidence, presence, and strategic communication skills.
  • Demonstrated ability to manage multiple high-priority initiatives, requests, and stakeholders simultaneously, maintaining clear ownership and proactive communication throughout.
  • Strong analytical mindset and ability to use data to diagnose issues, uncover opportunities, and make informed recommendations that support customer value and partnership growth.
  • Expertise in building, executing, and managing mutual success plans, change management strategies, and long-term account roadmaps.
  • Outstanding written, verbal, and value-based storytelling skills, with the ability to simplify complex information and tailor messaging to technical and non-technical audiences.
  • Experience delivering trainings, workshops, and webinars to audiences of varying sizes, from end users to executives, with the ability to adapt style and content to maximize impact.
  • Strong understanding of Gainsight and SFDC is a must. Bachelor’s degree in technology, marketing, business, or a related field, or equivalent experience.
Benefits
  • Remote based in US
  • Flexible working hours
  • Generous PTO
  • Competitive Salary
  • 401K Retirement Plan with match
  • Transparent Career Paths
  • Medical, Dental, Vision
  • Generous Paid Parental Leave
  • Remote Stipend
  • Work in a creative environment with high energy

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer success managementdata analysischange managementmutual success plansaccount managementstrategic communicationvalue-based storytellingtraining deliveryworkshop facilitationconsultative guidance
Soft skills
executive presenceinfluencing skillsproactive communicationanalytical mindsetstakeholder managementcross-functional collaborationleadershipadaptabilityproblem-solvingcustomer advocacy