About the Role:
We’re looking for an experienced and collaborative Customer Success Manager to drive adoption, retention, and long-term value for our customers. In this role, you’ll guide customers from onboarding to ongoing optimization—ensuring they are achieving meaningful outcomes. You’ll sit at the intersection of customer strategy, product, and sales—building strong relationships, uncovering opportunities for growth, and advocating for customer needs across the organization.
You’ll collaborate closely with sales, product, engineering, and marketing teams to champion the customer voice and shape a world-class customer experience.
Who you are:
You have 10+ years of experience in a customer success or full lifecycle account management within the media & entertainment industry or a technical environment
You’ve demonstrated the ability to develop and maintain strong, long-term relationships with customers, becoming their trusted point of contact for any issues, inquiries, or concerns.
You have experience developing and executing customized success plans for enterprise customers, ensuring that they are fully leveraging the company’s solutions
You are technically minded and can quickly learn new technical concepts
You are a strategic thinker that can zoom in to the 10 foot view and zoom out to the 30,000 foot view in the same conversation
You have the ability to think critically and solve complex issues, identifying root causes and working collaboratively to implement effective solutions.
You identify areas to improve and implement new processes to scale the Customer Success organization
You have experience communicating (and convincing!) C-level executives across organizations of various sizes
You have strong written and verbal communication skills, with the ability to articulate complex ideas simply and clearly.
Nice to have: You have experience in post production
Nice to have: Experience interaction and interfacing with channel partners and customers of channel partners a plus
Your Responsibilities:
Lead onboarding for new customers, providing clear guidance and training to set them up for immediate and sustained success using our platform and services.
Drive retention and growth by proactively identifying upsell, cross-sell, and renewal opportunities that align with customer goals. (And also own the contracting process for those opportunities.)
Monitor customer health through usage data, engagement patterns, and feedback—taking action to mitigate risk and ensure customers achieve measurable outcomes.
Champion the customer voice, gathering insights and feedback to inform product improvements and collaborating with product, engineering, sales, and marketing to enhance the customer journey.
Partner cross-functionally to ensure a seamless customer experience, working hand-in-hand with sales, marketing, and operations teams to address customer challenges and unlock value.
Benefits at Suite:
Best in class health & dental
Hybrid work environment; A balance of in-office and remote work to foster collaboration and flexibility
Unlimited paid time off
Fitness & wellness stipend
Taco Tuesday, every Tuesday
Some roles, such as internships, may not be eligible for certain benefits.
What We Do
Post-production teams waste too much on non-creative work. Suite equips post-production teams with blazing-fast cloud storage that scales to meet the demands of any project. Now, teams can focus on creating and forget about everything else.
We're a small experienced team with a mission to solve the biggest problems facing the media and entertainment industry. We’re not building another SaaS web app, we’re solving difficult and complex problems. To solve these problems we're expanding selectively with a team of high-performing engineers who demonstrate exceptional ability in their work, and we know that to be at our best we need to have fun and enjoy life in all that we do - both at work and at home. If this speaks to you, come join us.
Why Work With Us
We are a team focused on building the world's most performant cloud storage. Our customers LOVE us - which we attribute to the driven group here at Suite who are constantly redefining what is possible for the industry. We live by our values, constantly strive to improve, and are working on something special.
