Customer Success Manager

Uscreen is a profitable and fast-growing SaaS company. We’re on a mission to revolutionize the way video entrepreneurs and creators monetize their content. Our all-in-one video membership platform helps creators generate revenue through subscriptions, communities, courses, and live-streamed events across web, mobile, and TV apps. We’re building a team that doesn’t just support creators—we partner with them to help their businesses thrive. That’s where you come in. What you’ll do Collaborate with our existing clientele, consisting of creators, founders, and CEOs, to foster the expansion of their online video subscription enterprises.Establish deep relationships with new and existing customers, understanding their challenges, and offering strategic guidance to help them meet their goals and maximize their ROIOwn the client experience by establishing rapport, providing training, identifying opportunities and driving product adoptionExpand current customer accounts through upsell opportunities of products and servicesConduct negotiations with clients to secure contract renewals with price increases, balancing client satisfaction and company profitabilityOwn data and analytics for all things related to the customer including segmentation, account health, adoption, NPS, and churnBecome an industry expert by continuously seeking out and learning industry trends and best practicesAct as an escalation liaison between the customer, Technical Support, and Product Development to help resolve technical issues blocking product adoptionProvide customers with marketing, industry and platform best practicesConnect customers with ecosystem partners (i.e. software, agencies, production)Mitigate churn by proactively addressing leading indicatorsMaintain and update an accurate log of activity in our CRM systemPartner cross-functionally with Product, Marketing and Sales to deliver a best-in-class customer experiencePreemptively spot patterns to improve usage and adoption Collaborate with our existing clientele, consisting of creators, founders, and CEOs, to foster the expansion of their online video subscription enterprises. Establish deep relationships with new and existing customers, understanding their challenges, and offering strategic guidance to help them meet their goals and maximize their ROI Own the client experience by establishing rapport, providing training, identifying opportunities and driving product adoption Expand current customer accounts through upsell opportunities of products and services Conduct negotiations with clients to secure contract renewals with price increases, balancing client satisfaction and company profitability Own data and analytics for all things related to the customer including segmentation, account health, adoption, NPS, and churn Become an industry expert by continuously seeking out and learning industry trends and best practices Act as an escalation liaison between the customer, Technical Support, and Product Development to help resolve technical issues blocking product adoption Provide customers with marketing, industry and platform best practices Connect customers with ecosystem partners (i.e. software, agencies, production) Mitigate churn by proactively addressing leading indicators Maintain and update an accurate log of activity in our CRM system Partner cross-functionally with Product, Marketing and Sales to deliver a best-in-class customer experience Preemptively spot patterns to improve usage and adoption Do you have what it takes? 3+ years of Customer Success and/or Account Management, preferably in SaaSExcellent communication, presentation, written, negotiation and listening skillsDemonstrated interest in the SaaS, online video, and influencer industriesGrowth mindset and a positive attitudeAbility to organize and prioritize time and tasksStrong interpersonal skills to successfully communicate and negotiate with internal and external customersGraduate of a four-year university or equivalent professional experience 3+ years of Customer Success and/or Account Management, preferably in SaaS Excellent communication, presentation, written, negotiation and listening skills Demonstrated interest in the SaaS, online video, and influencer industries Growth mindset and a positive attitude Ability to organize and prioritize time and tasks Strong interpersonal skills to successfully communicate and negotiate with internal and external customers Graduate of a four-year university or equivalent professional experience What We Offer Competitive compensationClear path for career growthFlexible PTOMedical benefits with cost sharing: health, dental, and visionRemote-first work with a stable home base401(k) plan with company matchStipends for technology, coworking space, and professional development Competitive compensation Clear path for career growth Flexible PTO Medical benefits with cost sharing: health, dental, and vision Remote-first work with a stable home base 401(k) plan with company match Stipends for technology, coworking space, and professional development Note: Benefits may vary depending on location and local regulations. Final eligibility and coverage details will be shared during the hiring process. Are you interested in applying? Click the “Apply for this position” buttonFill out the short formWe will review the applications and email candidates who qualify to set up a first-round interview Click the “Apply for this position” button Fill out the short form We will review the applications and email candidates who qualify to set up a first-round interview Job Details Job Title:Customer Success Manager Career Area:Customer Success Location:Remote Position:Customer Success Manager Recruitment FAQs How long is the recruitment process? Depending on how far you get in the process, it can take anywhere from 1 week to 4 weeks, varying on the seniority of the position, as well as the volume of applications for that particular post. Why do you ask for a video introduction? As a remote company, we’re aware of the perks but also the drawbacks of remote work. At Uscreen, we believe that putting a face to the voice is imperative for a healthy working environment. We see the video introduction as a symbolic first step. Can I apply for multiple positions at once? If you feel you qualify for multiple positions listed on our website, feel free to mention it in the cover letter. We won’t disqualify anyone based on multiple applications to separate job posts, but the cover letter will be the best way to go. Will I be required to travel? This depends on your location and job requirements. If any travel is needed, this will be specified in the job description and pointed out in the recruitment process. If you have an impairments prohibiting you from traveling and it might affect your work, please mention it in the cover letter. Can I work from anywhere? Remote work offers additional flexibility in choosing your own working environment such as workstation, lighting, ambient, etc. However, to stay efficient as a remote worker, we require all our team members to have a quiet space dedicated and optimized for work. What time zone should I be in? We have team members across the world, in different time zones. However, we do require an overlap with our headquarters in Washington, DC. This overlap will be defined for each position separately and can be anywhere from 4 to 8 hours depending on the position.