We are looking for an exceptional person to join our Customer Success Team to provide efficient and accurate technical assistance to ensure complete customer satisfaction for our growing customer base of online video publishers. The ideal candidate is a dedicated problem solver, passionate about rich media technologies, and a proven customer advocate. We are looking for someone who is highly motivated with strong technical experience, excellent written and verbal communication skills and high enthusiasm for customer success.

The Customer Success Manager is part of a highly specialized support organization that is responsible for the daily operations of multiple industry leading systems. The role requires a blend of general technical and business knowledge. The Customer Success Manager must be a motivated team player that can see projects to completion, work independently, and be willing to assist other staff in areas not specific to their duties.

What you will do here:

• Establish a trusted, strategic advisor relationship with each assigned Platinum+ client and drive continued value of our products and services
• Help identify individual customer challenges and develop action plans to address their needs in a clear and timely manner
• Generate fresh ideas and best practices on how to improve our users’ experience and increase adoption of our products
• Be a champion for Brightcove’s technical best practices, educating customers on the best and most effective ways to implement our products and services with their systems and those of other 3rd party technologies
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities or areas where our customers could further adopt our product within their organization
• Collaborate with cross functional teams by providing important customer feedback, process-improvement suggestions and other actions that involve improving our product
• Demonstrate product expertise through interactions with customers
• Engage customers to via email, phone calls, and presentations to help them become more successful
• Conduct product demonstrations and training sessions to improve user adoption
• Develop, prepare, and nurture customers to achieve success
• Advocate customer needs/issues cross-departmentally

• College degree (Computer Science or Business degree preferred)
• 3+ years of experience in a customer facing role
• Excellent communication skills and strong customer focus
• Proven analytical / problem solving ability.
• Fluency in written and spoken English essential, additional languages beneficial
• Demonstrated ability to learn new skills quickly
• Thrives in a fast-paced environment and can adjust priorities on-the-fly.
• Proven ability to lead and manage initiatives to completion, multi­-task, and work within tight deadlines
• Ability to work independently and as a part of a team
• Proven track record of using data to create visualisations and provide a detailed written/verbal representation
• Strong powerpoint and excel skills
• Solid understanding of interview technologies
• Goal oriented approach with a focus on maintaining workflows and meeting deadlines
• Must want to help customers succeed - when they are successful, we are successful!

Why you want to join us:

As the undisputed global leader in powering premium video for our customers, Brightcove recruits and retains highly qualified and motivated individuals, creating an environment where people can innovate and achieve their best, and we reward them for their performance by giving them the opportunity to share in the company’s success. We offer competitive compensation, stock options, 401k matching, and tuition reimbursement, as well as unlimited vacation — and we expect you to use it!

This role is based out of our Boston office located downtown in Fort Point by South Station.