Customer Success Manager, IMDbPro & Licensing

Description

IMDb is the world’s most popular source for movie, TV and celebrity content, reaching an audience of more than 250 million unique visitors per month. IMDbPro is IMDb’s professional subscription business, with the mission of informing and connecting professionals in the entertainment industry to help them do their jobs better and advance their careers.

We’re looking for an exceptional Customer Success Manager to ensure our elite entertainment industry customers achieve maximum value from IMDb Licensing and IMDbPro. In this role, you will partner with leading global entertainment companies and influence their success by combining deep industry knowledge, data-driven insights, and AI-powered customer intelligence to deliver bar raising customer experiences and drive product adoption. As the primary point of contact for customer success and product optimization, you will help customers troubleshoot challenges, maximize their use of our solutions, and achieve their business objectives. You will also drive customer engagement through exclusive activations and product evangelism, and represent IMDb Licensing and IMDbPro at industry events, festivals, and conferences.

As you grow in this role, you'll have opportunities to expand into account management responsibilities, supporting senior team members and eventually managing your own portfolio of accounts.


Key job responsibilities
- Serve as the primary point of contact for onboarding and technical support for Business and Enterprise Licensing Customers, and Tier 2 support for individual account customers, guiding customers and agents through product features, troubleshooting challenges, and optimizing use of IMDb Licensing and IMDbPro solutions
- Oversee contractual compliance and management of SOPs and renewal docs
- Design and deliver training programs to ensure successful customer onboarding, product proficiency, and ongoing value realization
- Monitor customer health metrics, usage patterns, and satisfaction indicators to proactively address issues and ensure retention
- Partner with Marketing, Product, and Customer Service teams to identify and resolve product adoption barriers, reduce customer friction points, and implement data-driven improvements that enhance customer experience and retention
- Represent IMDb Licensing and IMDbPro at industry events through product demonstrations, panels, and strategic networking
- Lead process improvement initiatives that enhance operational efficiency and customer satisfaction
- Adjust priorities as necessary based on business needs

Basic Qualifications

- Bachelor's degree or equivalent
- Experience in verbal and written communication for executive level leaders
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience troubleshooting and documenting findings
- Experience using data and metrics to improve processes and customer satisfaction
- 5 years of customer success, customer support, or client-facing experience
- Strong time management with ability to manage multiple priorities simultaneously
- Experience working with technical product teams to resolve customer challenges

Preferred Qualifications

- Experience working with MS Excel, VBA, SQL, Data Warehouse or business intelligence systems and data visualization tools such as Tableau
- Experience managing multiple complex projects and adapting to change
- Proficiency using AI to analyze customer data, automate workflows, and enhance support efficiency
- 7 years of entertainment industry experience
- Advanced degree, certifications, or equivalent experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.