Customer Success Manager

Lightricks, an AI-first company, is revolutionizing how visual content is created. With a mission to bridge the gap between imagination and creation, Lightricks is dedicated to bringing cutting-edge technology to the creative and business spaces. Our AI photo and video generation models, which power our apps and platforms including Facetune, Photoleap, Videoleap, and LTX Studio, allow creators and brands to leverage the latest research breakthroughs, offering endless control over their creative potential. Our influencer marketing platform, Popular Pays, provides creators the ability to monetize their work and offers brands opportunities to scale their content through tailored creator partnerships.

Lightricks is seeking an exceptional, customer-centric Customer Success Manager (CSM) to join our Sales organization and be the first to drive customer success initiatives for LTX Studio. As the first CSM, you will play a critical role in ensuring our customers achieve their desired outcomes while maximizing the value they derive from our innovative platform. You will act as a trusted advisor and platform expert to our customers, fostering strong relationships, and driving customer satisfaction, retention, and growth. This role has a strong Creative Strategy element – help solve issues creatively, whether that’s by demonstrating expert prompting techniques to our clients to achieve their vision or showcasing workarounds to known issues in our fast-evolving platform.

What you will be doing

• Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth and efficient transition to LTX Studio.
• Customer Relationship Management: Build and maintain strong, long-lasting customer relationships by understanding their business goals and challenges, and drive retention.
• Customer Training and Support: Provide training and support to customers, ensuring they are well-equipped to utilize LTX Studio's full capabilities.
• Creative Strategy: highlight ideas for our clients on ways they can leverage the platform to achieve their goals, give tailored creative direction, and showcase how to make the best use of core and new features.
• Proactive Engagement: Regularly engage with customers to understand their needs, gather feedback, and identify opportunities for upselling and cross-selling.
• Customer Advocacy: Act as the voice of the customer within LTX Studio, advocating for their needs and collaborating with internal teams to drive product improvements.
• Success Metrics: Develop and track key success metrics to measure customer satisfaction, retention, and overall success.
• Issue Resolution: Proactively identify and resolve customer issues and concerns, ensuring a high level of customer satisfaction.
• Customer Success Strategies: Develop and implement customer success strategies and best practices to drive customer engagement and success.

Requirements

• Minimum 5 years of experience in a customer success, account management, creative strategy, or related role, preferably in the Media & Entertainment industry (TV & Movie Studios, Creative Agencies, Advertising Agencies, etc.).
• Proven track record of driving customer satisfaction, retention, and growth.
• Strong understanding of software solutions and their application in the Media & Entertainment industry, and demonstrated ability to quickly ramp up to speed on new creative software products & tools.
• Strong understanding of the Creative process in the TV & Film industry and the Advertising industry. From writing to pre-production, production & post-production. 
• Excellent communication and interpersonal skills.
• Highly organized and detail-oriented, with the ability to manage multiple customer accounts simultaneously.
• Proactive problem-solving skills and the ability to think strategically.
• Experience working independently with minimal guidance.
• Ability to travel as needed in the US and to our global sites. 

Nice to haves

• Experience in onboarding and training customers on software products.
• Experience with editing tools or similar technologies for Pre & Post Production.
• Strong business acumen and the ability to understand complex business processes.
• Familiarity with Generative AI tools, applications, and trends.

Benefits

Expected salary range: This position is open to candidates at both Mid and Senior levels, therefore the salary range is broad and will be aligned with the candidate's experience and level of seniority. The Expected base salary range is $70,000 to $135,000. 

• Stock options.
• Health/dental/vision with majority of premiums paid by the company.
• 401k with company match. (Up to 4%) 
• $3,000 per year provided for lunch.
• $1,000 Yearly Learning, Development, and Wellness budget.
• Work from home stipend.
• 21 Days of PTO.
• Birthdays off! Take a free day off during your birthday month to celebrate.
• Talented teammates and a strong work culture, supporting a healthy work-life balance.

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