Principal, Customer Success (Remote)

About us: At Quickplay we believe in transparency, fairness, and collaboration while we passionately work on some of the toughest use cases in Over-The-Top (OTT) video, focused on massive scale and resilience. If you aspire to be part of a high-performing, learning-oriented, and caring culture - in a fast-paced growth environment, you've come to the right place. We are looking for an experienced Customer Success Manager who is passionate about creating amazing customer experiences and delivering innovative products to some of the leading media, sports and entertainment brands globally. This role is ideal for someone who has a strong bias for action, is highly entrepreneurial and has a learning mindset. In this role, you will act as a program manager, strategist, customer advocate and executioner. You will leverage the full breadth of Quickplay's resources across departments to drive success while working closely with the Global Head of Customer Success & Analytics. About the role-- Customer Relationship Management: Build and maintain strong relationships with key customer stakeholders, acting as their primary point of contact for day-to-day program needs. Proactively engage our customers by staying curious about their evolving business needs, challenges, and goals, in order to provide those customers with the best possible industry leading solutions. Anticipate and address customer concerns or issues timely and effectively. Customer Onboarding and Training: Oversee the onboarding process for new customers, ensuring a smooth transition and successful implementation of products and/or services. Support the development and delivery of customer training programs to maximize product adoption and usage. Provide ongoing support and guidance to customers to drive value realization and ROI. Cross-Functional Collaboration: Advocate within Quickplay for customers within our Engineering, Product, and Sales teams, inclusive of product enhancements and improvements. Collaborate closely with Sales, Product, and Marketing teams to align Customer Success initiatives with Quickplay business objectives. Build robust relationships with key stakeholders, such as product heads and engineering leaders, external technology partners, lending to seamless communication & coordination throughout the customer lifecycle. Value assurance and reporting: Manage the timely, high-quality, and budget-compliant delivery of major development projects, including program management, reporting, and planning. Monitor key performance metrics related to customer success, including customer satisfaction data, retention rates, and upsell/cross-sell opportunities. Continuously oversee service delivery and quality across all device types and apps, identifying opportunities for improvement, and conducting regular performance evaluations both internally and with our customers. Analyze application data, KPIs and trends to identify areas for improvement and develop as actionable insights. Prepare regular reports and presentations for senior management, highlighting achievements, challenges, and opportunities.

At Quickplay we believe in transparency, fairness, and collaboration while we passionately work on some of the toughest use cases in Over-The-Top (OTT) video, focused on massive scale and resilience.