Customer Success Manager

Customer Success Manager

Customer Success
Remote position
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🎥 What are we doing at Uscreen? 

Uscreen is a growing, bootstrapped, product-led SaaS business changing the way video creators and entrepreneurs launch businesses around their content and communities. Our all-in-one membership platform empowers creators to generate revenue through subscriptions, communities, apps, and live-streaming where their fans need them most (web, mobile, and TV).

Over 25,000 video creators launched, manage, and grow their membership businesses with Uscreen, generating hundreds of millions of dollars in the process.

We are seeking a passionate Customer Success Manager (Canada or EST) to join our team. As a key player, you will be working closely with our content creators, guiding them on their path towards success.

🚀 What you’ll do

  • Take ownership of the client experience by partnering and actively collaborating with up to 200 new and existing creators to facilitate the growth of their online video monetization ventures
  • Conduct negotiations to secure contract renewals, incorporating price adjustments that strike a balance between client satisfaction and company profitability
  • Proactively assess customer usage data and behavioral patterns to identify potential churn risks, take preemptive actions to address and mitigate the underlying factors that contribute to customer churn
  • Cultivate meaningful connections with both new and established creators, gaining insights into their challenges, and providing strategic guidance to help them attain their objectives, optimize return on investment using various mediums, including the facilitation of comprehensive QBRs
  • Develop and execute strategies to upsell additional products or services to existing clients
  • Utilize customer data and feedback to analyze trends and patterns, providing insights to both customers and internal teams, measure and report on customer success metrics, such as customer satisfaction, product adoption, and retention
  • Deliver continuous training and support to our clients, aiming to optimize their utilization of our products or services, offer strategic insights into marketing and industry trends, highlight new features, and promote best practices on our platform
  • Act as an escalation liaison between the customer, Technical Support, and Product Development to help resolve technical issues blocking product adoption
  • Foster connections between customers and ecosystem partners, such as software providers, agencies, and production companies

🔥 Do you have what it takes?

  • 3+ years of Customer Success and/or Account Management, preferably in SaaS
  • Enthusiasm for the SaaS, online video, and the influencer sectors
  • Excellent communication, presentation, written, negotiation and listening skills
  • A forward-thinking problem solver with a knack for proactively finding solutions and expertise in leveraging data for informed decision-making
  • Growth mindset and a positive attitude
  • Proven track record of successfully negotiating contract renewals and driving revenue growth within existing accounts
  • Demonstrated ability to manage a large portfolio of accounts effectively
  • Experience in conducting Quarterly Business Reviews (QBRs) to assess client performance, address challenges, and identify growth opportunities
  • Ability to organize and prioritize time and tasks
  • Strong interpersonal skills enabling successful communication and negotiation with both internal and external stakeholders
  • Hold a degree from a four-year university or possesses equivalent professional experience

Our Commitment to You

  • We will compensate you competitively.
  • Your growth is our growth! We’ll provide you with access to best-in-class training and workshops to help you develop and succeed in your role.
  • It’s a marathon, not a sprint. We make sure you have a clear growth plan to help you get to the next level at Uscreen.
  • 100% Remote – Work from wherever your heart desires, as long as you have access to a stable internet and a conducive workspace. 
  • Our flexible, unlimited PTO policy encourages every team member to take the time they need to unwind and recharge. 
  • We also offer flexible parental leave.
  • Your home office should be ergonomic and inspirational to help you make some magic. We’ll give you a generous WFH stipend to help you set one up.
  • And if WFH is not for you, we’re happy to pay for your coworking space.
  • We’re proud to offer personal development and mental wellness stipend.
  • We host virtual social events and company retreats filled with fun activities to ensure you feel part of the Uscreen team

✔️Are you interested in applying?

  • 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

Position: Customer Success Manager

Apply for this position

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.