We are seeking a dynamic and experienced Customer Success Manager to join our team! The ideal candidate will possess a proven track record in enabling successful customers with technology solutions, expertise in customer retention, and relationship management. This role offers an exciting opportunity to work closely with our clients, ensuring their success, satisfaction, and growth with Wowza products and services.

The ideal candidate will be located in the Denver area and able to work on a hybrid basis.

Responsibilities:

Customer and Revenue Retention:

Proactively manage account territory day to day with a focused effort throughout renewal window to retain existing recurring revenue
Accurately forecast revenue retention monthly while maintaining updated reporting to allow for predictable outcomes
Proactively monitor and analyze client usage data to identify trends that require action
Develop strategies and initiatives to increase client engagement and maximize revenue retention

Relationship Management:

Work with a large group of accounts, as needed proactively or reactively, and prioritize daily tasks to mitigate customer impacting issues and maximize retention and growth opportunities
Build and maintain strong, long-lasting relationships with key stakeholders within client organizations
Serve as the primary point of contact for client inquiries, issues, and escalations, ensuring timely and effective resolution
Conduct regular check-ins and business reviews with clients to gather feedback, address concerns, and identify opportunities for additional value delivery
Identify at-risk accounts and implement action plans to solve issues and prevent churn

Platform Adoption:

Partner with customers to ensure they are leveraging the full capabilities of the Wowza platform effectively
Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of our SaaS platform
Collaborate with the sales team during the pre-sales process to understand client needs and expectations and develop customized onboarding plans accordingly
Identify opportunities for customers to adopt additional Wowza product and services based on needs and usage patterns

Bridge the gap between technical teams and non-technical CSMs

Customer Advocacy and Communication:

Act as a trusted advisor to highly technical clients, providing guidance and best practices to help them achieve their business objectives
Advocate for client needs and priorities internally, ensuring alignment with product development and service delivery efforts
Effectively communicate; internally and externally and notable items that may impact the customer relationship

Who you are:

Proven experience in customer success or account management within the Software industry. 3+ years experience in a Customer Success or Account Management role with SMB or Enterprise accounts in B2B SaaS
Exhibit high situational adaptability, excelling in lightly defined or formative environments - excited to contribute to the growth and definition of such environments
Strong understanding of revenue retention, and other relevant financial metrics
Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal team members cross functionally
Demonstrated ability to manage multiple clients and projects simultaneously, while maintaining attention to detail and meeting deadlines
Strategic thinker with a proactive and results-oriented mindset within a high growth environment
Experience with CRM software (e.g., HubSpot) and customer success platforms is a plus
Bachelor's degree in business administration, Marketing, or related field preferred

Benefits

Total Compensation package: $106,000-118,000. This role will have a total compensation of base and variable combined.

The total compensation package range represents the anticipated low and high end of our compensation package range for this position. Actual salaries and benefits will vary and will be based on a range of factors, such as a candidate's qualifications, skills, competencies, and location. The compensation package is one component of our total compensation package for employees.

Wowza offers a comprehensive benefits package which includes the following (US Employees):

Medical, Dental, and Vision insurance available 1st day of employment
Generous Paid Time Off
401(k) with strong company match
Dependent Care Flexible Spending Account
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Parental Leave
Short-Term and Long-Term Disability
Training & Development
Employee Assistance Program (EAP)

Who We Are:

Wowza Media Systems is a Colorado-based, globally-known leader in video streaming software solutions. Wowza's software enables its customers to deliver high-fidelity video streams from any source to any destination, reliably at large scale and with low latency. Wowza's solutions are implemented by tens of thousands of customers in more than 100 countries, across education, healthcare, enterprise, gaming, fitness, auction, e-commerce, and government applications. Founded nearly fifteen years ago, Wowza is backed by private equity firm Clearhaven Partners.

Why Work for Wowza:

Join a fast-paced, private equity-backed Colorado software company sitting at the intersection of mission critical video streaming applications. Wowza has long standing reputations for technical prowess and consistent innovation and has been a consistently growing company. In addition, Wowza's team works to connect the larger community with our passion for tech. From live-streaming graduation ceremonies for local schools to helping parents monitor their children in the NICU, employees can cultivate the same creative energy that first brought the company to life. Our employees are encouraged to take ownership of their role and coworkers are happy to help one another along their video journey. We have a brand-new company headquarters office as well as remote employees across the US and around the globe.

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Customer Success Manager