Senior Customer Success Manager, Enterprise
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Job Description
Senior Customer Success Manager guiding enterprise customers using SundaySky’s personalized video platform. Driving measurable outcomes, renewals, expansions, and strategic customer programs.
Responsibilities:
- Serve as a strategic consultant to enterprise customers, helping them design, deliver, and measure personalized video programs
- Build relationships across day-to-day users, program owners, and executive sponsors
- Run the full lifecycle for new enterprise customers from kickoff and onboarding through proof of value and renewal
- Identify and launch additional use cases by bringing in new teams and customer journeys
- Develop platform expertise and apply it to help customers reach their goals
- Build renewal value cases based on measured business outcomes such as renewal rates, enrollment, and call deflection
- Own renewals and add-ons against a renewal quota
- Maintain current forecasts with confidence levels and begin renewal planning 120 days in advance
- Partner with Account Directors on larger expansion opportunities
- Share market feedback with the product team to support roadmap development and prioritization
Requirements:
- At least 5 years in customer success or account management, including 3 or more years managing enterprise accounts
- Experience leading executive business reviews with VP and C-level sponsors
- Experience building mutual success plans and presenting outcome data
- Experience measuring outcomes against a baseline or comparison
- Experience designing A/B tests, holdout comparisons, or attribution methods tied to business outcomes
- Individual renewal quota ownership as part of an individual compensation plan
- Experience carrying an upsell or add-on quota is a plus
- Experience taking enterprise renewals through complex procurement, security reviews, and competitive RFPs
- Experience with enterprise customers in regulated industries such as health plans, retirement and wealth management, insurance, or banking
- Understanding of how legal and compliance review shape product delivery timelines
- Customer Success experience at a creative software company is nice to have
- Familiarity with video distribution and measurement, including embeds, viewership metrics, and video engagement optimization, or willingness to learn
Benefits:
- Variable compensation
- Equal opportunity employment
- Inclusive work environment
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