Customer Success Manager

Customer Success Manager (Enterprise)

You will partner strategically with customers to launch and scale personalized video programs that produce clear, defensible business value.

Responsibilities

• Act as a strategic consultant to help customers design, deliver, and measure personalized video programs.
• Drive initial adoption and ongoing usage of the SundaySky platform for new and existing customers.
• Build deep platform expertise and apply it to achieve each customer’s goals.
• Grow customer lifetime value by improving adoption, sustained usage, satisfaction, and NPS.
• Partner with the product team to share market feedback that informs roadmap priorities.
• Own performance targets, including maintaining 90%+ Gross Dollar Retention in your territory.
• Plan and execute data-led churn reduction tactics with an eye toward scale and process optimization.
• Expand usage into new teams/user groups within existing accounts.

Requirements

• 3+ years of customer success experience across Enterprise accounts.
• Experience running executive business reviews, building mutual success plans, and guiding sponsors using outcome data.
• Hands-on experience with A/B testing, hold-out comparisons, and attribution methodologies linking program performance to business outcomes.
• Proven ability to meet or exceed renewal and expansion quotas in a CSM or hybrid commercial role.
• Strong communication skills with executives up to C-level.
• Self-motivated and comfortable in a results-driven environment.
• Comfortable context switching; experience working with customers in industries such as Banking, Financial Services, Healthcare, Insurance, and SaaS/Tech.

Nice to have

• Customer success experience at a creative software company (video/design/media).
• Familiarity with video distribution and measurement (embeds, viewership metrics, and video engagement optimization), or willingness to learn.

Location & Work Model

• Remote (U.S.-based candidates only)

Compensation

• $95K–$110K base + Commission (plus equity and benefits such as health insurance, dental/vision, and 401k match).