Customer Success Manager

Customer Success Manager, US

Location: LA or Atlanta

The Role

The Customer Success Manager will report directly to the Head of Live Events and will work closely with the VP of Customer Excellence. They will play an important role in the newly established Customer Excellence team at Disguise. The primary responsibility of the Customer Success Manager will be to manage the relationships with our key accounts in the region, and to ensure their success and satisfaction with our products and services. They will work cross functionally with other teams across the organisation, collaborating with several stakeholders (e.g Sales, Special Projects, Creative and Technical Services, Support, Product and Engineering) to both ensure the voice of the customer is well understood internally and customer needs are being met externally.. 

The successful candidate will be an organised and confident self-starter with exceptional written and verbal communication skills. They will be able to understand and communicate the unique requirements and challenges of each key account, and develop customised strategies and action plans to ensure their success.

They will need to be proactive in applying themselves to a variety of projects, take the lead, and coordinate the efforts of many to ultimately deliver the best result for our customers.

The Responsibilities

• Collaborate and lead cross-functional teams, to ensure seamless onboarding, implementation, and ongoing support for key accounts in the Americas region.
• Serve as the primary point of contact and advocate for our key accounts, building strong relationships and maintaining regular communication to understand their needs and objectives.
• Prepare annual account plans and regular account reviews (i.e. Quarterly Business Reviews) as required for key accounts.
• Act as a customer advocate within the company, gathering feedback, suggestions, and feature requests from key accounts and effectively communicating them to the relevant teams.
• Keep organised documentation of conversations with customers, including understanding their business strategies, challenges and opportunities.
• In collaboration with the Project Management team, monitor customer-specific project timelines, deliverables, and budgets to ensure timely and successful project completion.
• Maintain clear and open communication with accounts, providing regular project and/or product and services updates, addressing concerns, and managing expectations.
• Apply strong organisational skills to effectively manage multiple accounts simultaneously, ensuring each customer and related projects receives the necessary attention and resources.
• Clear reporting to the senior leadership as required
• Make decisions within given tolerance

The requirements

• 3+ years of proven ability managing customer relationships and driving customer satisfaction
• Comprehension of Disguise technology and/or the Entertainment technology industry (preferred, but not required).
• Experience of working in creative industries would be considered an asset
• Self-motivated individual with a confident and proactive approach.
• First class communication, analytical, problem solving capabilities
• The ability to create and sustain a positive and productive team culture to ensure success
• Someone who is flexible, innovative and forward thinking
• Excellent project management and leadership attributes including:
• Customer relationship management
• Planning
• Task scheduling
• Communication management
• Presentation skills
• Ability to present formally to senior-level stakeholders with confidence
• Detail-oriented with a focus on delivering high-quality results.
• Possess exceptional verbal and written communication skills, enabling them to build rapport with customers, understand their needs, and provide clear guidance and support.  Bilingual in a second European language would be advantageous
• Growth mindset, always seeking opportunities to learn and stay updated with industry trends and best practices.