Uscreen

Customer Success Manager

• Collaborate with our existing clientele, consisting of creators, founders, and CEOs, to foster the expansion of their online video subscription enterprises.
• Establish deep relationships with new and existing customers, understanding their challenges, and offering strategic guidance to help them meet their goals and maximize their ROI
• Own the client experience by establishing rapport, providing training, identifying opportunities and driving product adoption
• Expand current customer accounts through upsell opportunities of products and services
• Conduct negotiations with clients to secure contract renewals with price increases, balancing client satisfaction and company profitability
• Own data and analytics for all things related to the customer including segmentation, account health, adoption, NPS, and churn
• Become an industry expert by continuously seeking out and learning industry trends and best practices
• Act as an escalation liaison between the customer, Technical Support, and Product Development to help resolve technical issues blocking product adoption
• Provide customers with marketing, industry and platform best practices
• Connect customers with ecosystem partners (i.e. software, agencies, production)
• Mitigate churn by proactively addressing leading indicators
• Maintain and update an accurate log of activity in our CRM system
• Partner cross-functionally with Product, Marketing and Sales to deliver a best-in-class customer experience
• Preemptively spot patterns to improve usage and adoption