Come build the future

7percent Ventures
7percent Ventures

Senior Customer Success Manager (West Coast, US)



Customer Service, Sales & Business Development
United States
Posted on Thursday, June 20, 2024

Core skills: Customer Success, Account Management, Communication, Video Technology, Customer Retention, Customer Expansion, SaaS.

Bitmovin is a global Series-C SaaS scale-up that provides award-winning video streaming technology to world-renowned brands and managed service providers. Our solution suite consists of Live and VOD Encoding, a Multi-Platform Player, and Analytics platform; enabling content owners to redefine the viewer experience through API-based workflow optimization, fast turnaround, and scalability.

Our solution suite consists of a Video Encoder, Player, and Analytics platform, enabling content owners to redefine the viewer experience through API-based workflow optimization, fast turnaround, and scalability. Innovations include the first commercial HTML5 MPEG-DASH.

“We are constantly seeking out forward thinking individuals who
want to shape the future of video… come and work with us!”

Stefan Lederer, CEO

At Bitmovin we value cognitive diversity and the huge part this plays in not only creating a global culture second to none, but in how this underpins our ability to create truly representative, Emmy award winning products. Diversity in all its forms is encouraged and celebrated at Bitmovin; everyone has a role to play in helping us shape the future of video.

Why us?

As Bitmovin’s Senior Customer Success Manager (CSM), you will work alongside Bitmovin’s Enterprise customers to manage the customer lifecycle experience. CSMs at Bitmovin are customer advocates, working cross-functionally to ensure adoption, retention, and (yes) success for their customers. This role goes beyond just renewals and upsells—it's about thinking like the customer—understanding their goals, and clearing the way for them to succeed. Your engagement with the customer, product knowledge, organizational skills, plus copious empathy ensures the customer feels seen, heard and thoroughly looked after.

You will maintain a deep understanding of our product portfolio, and together with the sales and solutions leads, present relevant features/functionality tailored to the customer’s unique business needs. Success means you achieve your retention goal for your book of business. You will accomplish this by fostering strong relationships, demonstrating the value our products and services provide the customer via regular business reviews, and being a staunch advocate for the customer within Bitmovin.

This is an opportunity that offers you:

  • Exposure to Emmy award-winning products
  • Colleagues who are the brightest in industry
  • Core product training
  • Winning culture and ethos
  • An environment to be curious and innovate
  • A Partner ecosystem to drive personal and customer success
  • Equity and outstanding earning potential

Your Impact

You will make an impact that matters by:

  • Increasing Net Revenue Retention (NRR) and Customer Account Health scores
  • Driving and overseeing all customer interactions with services and products to ensure value and success - from architect to engineers.
  • Frequent engagement with multiple stakeholders on product usage, workflow improvements and sharing best practice
  • Responsibility to drive growth and adoption of new products and solutions
  • Advocating ecosystem solutions and technologies to drive customer success
  • Managing all commercial activities with account to ensure clear goals, actions, and cross-functional activitiesOnboarding customers to facilitate a soft landing + set the tone for their experience with Bitmovin
  • Monitoring usage over time, Identifying and reporting on patterns and trends that affect the customers' experience
  • Facilitating discussion around new products and enhancements to educate and drive expansion opportunities, looping in technical and/or sales resources when needed
  • Developing and maintaining long-term relationships with stakeholders in your account portfolio
  • Work cross-functionally and provide guidance cross-departmentally to solve customer problems
  • Creating customer-facing collateral including pricing schemes, usage analysis, commercial agreements, and account management plans.

What can you bring

  • Streaming video enthusiasm. Solid understanding of online streaming, digital workflows and high technical products.
  • A background in Customer Success / Account Management, servicing Enterprise Accounts in the Video Streaming industry
  • Communicates effectively, listens sensitively, adapts communication to audience and fosters effective communication with others.
  • Creativity - Bootstrap mindset to explore and find information and solutions.
  • Strong time management skills - ability to prioritize projects and deliver against tight time scales.
  • Strong customer focus and accomplished problem solving skills
  • Knowledge of cloud computing and the SaaS business structure.
  • Availability to travel up to 50% of the time to build strong in-person relationships
  • Partner and cloud knowledge and engagement
  • Motivation to make an impact on the video market and have a big impact on the Bitmovin story.

You don’t have experience with all the points above? Don’t worry, we will support you with learning, training, and coaching on the job.

Life at Bitmovin

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For all of our roles, we are willing to discuss flexible working arrangements to support everyone’s unique circumstances.