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Customer Success Manager






New York City, NY, US


In this role you will have an opportunity to build long-term relationships, establish strategic programs of work, and deliver impactful and measurable business value to our customers. The ideal candidate will have a deep understanding of the customer acquisition, engagement and retention lifecycle. You will be responsible for partnering with our clients, and with a diverse internal team, to drive the deployment and ongoing optimization of video-powered experiences solutions in a consultative and results driven manner. The Success Manager will establish deep key client relationships with a focus on the education and constant reinforcement of the value of video-powered experiences and the measurable impact it has on our customers’ businesses. To be successful, you will need to be consultative, business orientated, analytical, and able to thrive in a dynamic, team orientated and deadline focused environment.



  • A consultative trusted advisor who leverages processes and consistently leads SmartVideo programs to success through internal and external relationships
  • Help enable highly talented team members (Creative Directors, Project Managers, Solution Architects, Sales Directors, Business Analysts, etc.) to work purposely toward success
  • Manage dynamic success “paths” with ability to work from tactical decisions to strategic customer initiatives and vice-versa
  • Comfortable and confident making decisions with incomplete information
  • Strong presence with ability to influence teams over which you have no authority, both internally and externally
  • Solve sophisticated problems in creative ways
  • Able to parachute into and negotiate “we’re stuck" situations involving messy customer politics and sometimes challenging personalities
  • Ask smart questions and listen intentionally - for both the literal answers and the motivations / ambitions / fears that underpin them
  • Lead the optimization of the program and be passionate about delivering long term measurable business value to our customers
  • Manage multiple programs simultaneously with ability to continuously re-prioritize time and focus
  • Business savvy – ability to understand and communicate the business implications on cost, revenue, strategic position, and value of the solutions and services we provide
  • Strong verbal, written, and presentation communication skills
  • Proactive in finding solutions, questioning and seeking answers with minimal guidance
  • Persistence – tenacity to go above and beyond to get the job done
  • Composure – ability to stay calm and maintain performance when under pressure or stress
  • Preferred – 3 to 5 years’ experience deploying and/or supporting complex technology solutions (eCommerce, CRM, digital advertising, etc.) to enterprise-level clients
  • Excellent tenure at past employers (you “buy” a job rather than “rent” it)
  • Consistent record of performance with documentation of success
  • Undergraduate degree or exceptional work experience
  • Experience in a video production environment a strong plus
  • Experience with ecommerce / digital advertising best practices a plus
  • Willingness to take coaching for continuous personal development
  • The innate fire and drive it takes to be an outstanding team contributor
  • Experience working with a distributed team of sales managers, project managers and technical support

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