Customer Success Manager

Customer Success Manager
Do you thrive on building strong customer relationships and driving long-term success? Are you experienced in managing SaaS customer journeys, ensuring seamless onboarding, and increasing retention? Can you proactively identify opportunities to enhance customer value and engagement?
If you answered “yes,” then Pixellot is the perfect place for you! We’re looking for a talented Customer Success Manager to ensure our customers maximize the value of our solutions while driving adoption, satisfaction, and long-term partnerships.

At Pixellot, we’re revolutionizing sports coverage with our AI-powered automated video solutions. Our cutting-edge technology enables professional and amateur sports organizations to produce and monetize their games effortlessly.
As a Customer Success Manager, you will play a key role in ensuring our customers succeed with our platform, leveraging data-driven insights, proactive engagement, and SaaS best practices to enhance their experience.

As part of your role, you will:

Serve as the primary contact for assigned customers, building strong, trust-based relationships.
Drive customer onboarding, implementation, and integration to ensure a seamless experience.
Proactively monitor customer engagement, usage, and health metrics to prevent churn and identify growth opportunities.
Utilize Customer Success best practices for SaaS, including retention strategies, upsell/cross-sell approaches, and customer advocacy.
Act as the customer’s voice within Pixellot, collaborating with product, engineering, and support teams to optimize the customer experience.
Develop and deliver customer training, best practices, and documentation to maximize adoption.
Track and analyze key success metrics (Net Dollar Retention, Customer Health Score) and provide insights to stakeholders.

You should bring with you:
A Bachelor’s degree in Business, Communications, Engineering, or a related field.
8+ years of experience in Customer Success, Account Management, or Project Management, preferably in SaaS, video streaming, cloud, TV production, or broadcast industries.
Proven ability to manage multiple accounts and projects simultaneously, delivering results within deadlines.
Strong knowledge of SaaS-based Customer Success methodologies, including churn reduction and revenue expansion strategies.
Experience with project management tools (Jira, Monday.com) and CRM platforms.
Familiarity with video streaming technologies, cloud platforms (AWS, Azure), and TV production workflows.
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
It’s a big plus if you have:
Experience in subscription-based business models and revenue expansion strategies.
Technical knowledge of video and cloud-based SaaS integrations.
Familiarity with customer success automation tools (Gainsight, Totango, or similar).
If you're passionate about helping customers succeed and driving adoption of innovative sports technology, we’d love to hear from you!