Signiant is one of the fastest growing companies in media technology - with customers across the media and entertainment industry including Disney, NBCU, the NFL, the NBA, Ubisoft, Paramount and the New England Patriots. Signiant's cloud-native SaaS platform is used worldwide by all segments of the media and entertainment market, which includes Hollywood studios, sports teams and leagues, broadcasters, cable operators, TV station groups, gaming companies, post production and animation studios, and more. Signiant is a multinational corporation with entities in the US, Canada, the UK, and Germany. At its core, Signiant software makes content flow easy, fast and secure, moving petabytes of high-value content every day all throughout the global media supply chain. With more than 50,000 businesses connected and over one million global end-users on the platform, we're now innovating in areas that extend well beyond fast file movement to help media companies of all sizes create and distribute content more efficiently.
This role will focus the team efforts on connecting with clients to drive retention, developing and maintaining customer relationships, driving adoption and value realization, handling customer escalations, and managing the renewal process. This is a high-visibility role requiring outstanding relationship management skills as well as a market-leading understanding of SaaS software delivery mechanics and value drivers. This role requires a strong leader with experience in customer success for software companies, particularly with a focus on B2B clients.
Specific Responsibilities
• This role will lead and maintain a high-performing team that supports new and existing Signiant customers
• Understand the customer journey, creating the strategy playbook of solving customers' unique challenges and helping them achieve success
• Responsible for driving strategy to ensure customer performance, satisfaction, and retention
• Manage the strategy for developing relationships, serving as the primary point of escalation for the Customer Success team, and oversee the enablement of programs
• Work closely with the Product, Sales, and Finance teams to develop strategies based on performance analysis of customers and implement performance improvement initiatives
• Stay up-to-date on industry trends and best practices
Requirements
• Proven track record as a customer success leader in enterprise software
• 10 years of experience in customer success in a B2B SaaS company
• 3 years of managing a team of direct reports
• Bachelor's degree in business, marketing, or a related field
• Passion for customer service and building relationships by delivering on value
• Strong leadership and interpersonal skills
• Excellent communication skills; written, verbal, and formal presentation
• Strong analytical and problem-solving skills
• Ability to work under pressure and meet deadlines
• Experience with Gainsight and Salesforce.com
Affirmative Action/EEO Statement
It is the policy of Signiant to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.