Customer Success Manager

The Opportunity As a CSM on our Frame.io Strategic Customer Success team, you’ll be part of the team that delivers value to our Enterprise customers by teaching them how best to use Frame.io to achieve their business goals! Our CSMs lead onboarding, drive usage and adoption, and are ultimately responsible for the health and long-term growth of our Enterprise customer base. As a Strategic CSM, you will function as a Frame.io product consultant to your customers, providing training and workflow recommendations based on their use cases. This person will cross-collaborate with Sales, Product Marketing, Product Development, Support, and various teams across the Adobe ecosystem to guide their customers from the initial kickoff through their renewal, ultimately crafting champions along the way! We're looking for a sharp, self-motivated, empathetic problem-solver who wants to make a difference within a small but powerful team. This role will have a direct impact on our revenue growth and you will gain invaluable experience working closely with Frame.io & Adobe's top-tier customer base. What You'll Do · Build and maintain positive relationships with customers, understanding their needs, and ultimately deliver them a return on investment · Assist customers in effectively implementing and adopting the product, ensuring they achieve their desired outcomes and improve the value they derive from it · Hold onboarding sessions for new Enterprise customers, as well as new users within existing Enterprise accounts · Effectively manage and prioritize a large book of business · Conduct workflow reviews as needed to gain understanding of how your customers use Frame.io and how they could optimize adopt further · Build and maintain deep product knowledge and customer-proven techniques within the four walls of Frame.io · Align with internal stakeholders such as Account Managers, Sales Specialists, Solutions Consultants, and Product Marketing to guide the customer through successful launch, adoption, and value realization · Gather customer feedback and provide valuable insights to the product development team to drive continuous improvement and develop the product's features and functionality · Identify customers with deployment risk and partner with Sales and Account Management partners to implement next best actions / get-well plans. · Create customer awareness around new Frame.io features and how they can improve existing workflows. What You Need to Succeed · 5 years relevant work experience in Customer Success with a strong preference for experience in SaaS · Experience attaining and achieving Customer Success metrics · Experience with Salesforce or SaaS CRM platforms · Background in data review platforms such as Looker, Tableau, Microsoft Power BI, etc. · Experience as a self-motivated, collaborative, and responsible professional who is passionate about media production and/or creative workflows · Strong ability to get yourself up the curve on product knowledge and problem solving · Bachelor’s Degree or equivalent experience Professional Attributes · Resourceful: Excellent at prioritizing, project management, and performing effectively in ever-evolving environments · Communicative: Exceptional presentation and interpersonal skills · Influential: Strong relationship management skills; proven ability to effectively navigate organizations and champion joint partnerships · Engaging: Highly effective at leading and facilitating executive meetings and engaging with the C-Suite · Available to travel approximately 15% About Adobe Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI a ... (truncated, view full listing at source)