Customer Success Executive

Job Description

<p><strong>Senior Manager, Customer Success</strong></p><p><strong>Customer Success – Toronto, Ontario</strong></p><p><br></p><p><strong>About My Client:</strong></p><p>My client is the leading OTT software platform for Tier 1 media, sports, and entertainment brands. Over the past four years, they have grown to a global team of 300+ and proudly serve customers as diverse as the New York Yankees and some of the world’s largest telecommunications companies. Founded by former executives from Disney, HBO, AT&T, and other leading organizations, my client is redefining the OTT video experience.</p><p><br></p><p>They are a company built on transparency, fairness, and collaboration, passionately solving some of the most complex challenges in large-scale, resilient OTT video delivery. If you are eager to join a high-performing, learning-driven, and supportive culture in a fast-growth environment, this could be the perfect opportunity for you.</p><p><br></p><p><strong>About the Role:</strong></p><p>My client is seeking a Customer Success Leader who is deeply passionate about delivering outstanding customer experiences and innovative solutions for some of the world’s top media, sports, and entertainment brands.</p><p><br></p><p>This role is ideal for seasoned professionals in Customer Success, Account Management, or Sales who are energized by scaling a high-growth company and enjoy working hand-in-hand with customers to solve their most pressing challenges.</p><p><br></p><p>You will report directly to the Global Head of Customer Success & Analytics.</p><p><br></p><p><strong>Key Responsibilities</strong></p><p><br></p><p><strong>Value Assurance and Reporting:</strong></p><ul><li>Drive the on-time, high-quality, and budget-conscious delivery of major development projects, including program management, reporting, and strategic planning.</li><li>Monitor key metrics, including customer satisfaction, retention, and upsell/cross-sell opportunities, to ensure customer success.</li><li>Oversee service delivery and quality across all platforms, identifying opportunities for improvement and conducting regular internal and client-facing performance evaluations.</li><li>Analyze application data, KPIs, and trends to create actionable insights for improvement.</li></ul><p><br></p><p><strong>Customer Relationship Management:</strong></p><ul><li>Build and maintain strong relationships with key client stakeholders, serving as their primary point of contact.</li><li>Proactively engage with clients to understand evolving business needs, challenges, and objectives, offering industry-leading solutions.</li><li>Anticipate and address client concerns quickly and effectively.</li></ul><p><br></p><p><strong>Customer Onboarding and Training:</strong></p><ul><li>Oversee smooth onboarding and implementation processes for new clients.</li><li>Support the creation and delivery of training programs to ensure product adoption and maximize ROI.</li><li>Provide ongoing guidance and support to drive long-term client value.</li></ul><p><br></p><p><strong>Cross-Functional Collaboration:</strong></p><ul><li>Serve as a client advocate across internal teams, including Engineering, Product, and Sales, to ensure client feedback drives product enhancements and improvements.</li><li>Partner with Sales, Product, and Marketing teams to align Customer Success strategies with overall business goals.</li><li>Develop strong working relationships with internal and external stakeholders, including technology partners, to ensure seamless execution.</li><li>Deliver regular updates, reports, and presentations to senior leadership on performance, achievements, and areas of opportunity.</li></ul><p><br></p><p><strong>Success in This Role Requires:</strong></p><p>A learning mindset and a commitment to the company’s values:</p><ul><li>Focus on Impact: Demonstrate accountability, problem-solving, and a willingness to go above and beyond to drive results for clients, colleagues, and the company.</li><li>Stay Curious: Seek to understand root causes, interdependencies, and continuously learn and improve.</li><li>Be Supportive: Foster collaboration, trust, and teamwork, putting the needs of customers and the organization first.</li><li>Speak Up: Share ideas and feedback openly to contribute to team and company growth.</li></ul><p><br></p><p><strong>Qualifications:</strong></p><ul><li>7–10 years of progressive experience in Customer Success, Account Management, or Management Consulting, with a proven ability to manage and grow client relationships.</li><li>A strong technical foundation, ideally with exposure to software development.</li><li>In-depth knowledge of the software development lifecycle (SDLC) and Agile methodologies, with the ability to champion best practices.</li><li>Excellent program management skills, including creating detailed work plans, leading cross-functional initiatives, managing deadlines, and escalating risks appropriately.</li><li>Exceptional communication and collaboration skills, with experience influencing diverse teams including engineers, product managers, and data specialists.</li><li>Strong analytical, problem-solving, and strategic thinking skills.</li><li>High emotional intelligence, humility, and the ability to thrive in a fast-paced, evolving environment.</li><li>Proven experience interacting directly with clients and technology partners.</li><li>Preferred: Expertise in OTT video technologies and platforms.</li><li>Preferred: Bachelor’s degree in Business, Information Systems, Engineering, Math, Science, or equivalent experience.</li></ul>