Senior Enterprise Customer Success Manager

Socialive is an enterprise video creation \& live streaming software company based in El Segundo, California. Our powerful yet intuitive platform makes it refreshingly easy to capture, create, and distribute video. We empower teams across the organization, including marketing, internal comms, and learning \& development. And we're helping drive the video commerce revolution. Socialive customers include startups to the Fortune 100 – such as J.P. Morgan, Morgan Stanley, Cisco, Adobe, and Audible. We're on a mission to radically simplify how the world makes video. Join us.

100% Remote Role

The Opportunity:

As a Senior Enterprise Customer Success Manager at Socialive, you will be a strategic partner to our most valuable enterprise clients, guiding them through their journey to achieve significant business outcomes. You will own the full post-sales lifecycle, from strategic onboarding (in partnership with an Implementation Manager) to fostering long-term relationships, driving renewals, and identifying expansion opportunities. This is a high-impact role for a results-oriented individual with a proven track record of success in managing and growing enterprise SaaS accounts. Your primary focus will be on ensuring customer utilization, adoption, retention, and growth, with performance primarily measured on Gross Dollar Retention.

Responsibilities:

• Develop and execute tailored enablement strategies for enterprise clients, including executive-level workshops, customized training programs, and the development of best practice guides aligned with their specific business objectives.
• Orchestrate and lead strategic, high-impact Executive Business Reviews with C-suite level stakeholders, showcasing ROI, aligning on strategic goals, and identifying opportunities for deeper partnership.
• Partner with enterprise clients to develop and execute strategic video content strategies that align with their overarching business goals, leveraging Socialive to optimize their content creation, editing, publishing, and live streaming workflows.
• Collaboratively design and execute strategic account plans with clear objectives, milestones, and success metrics, focused on maximizing client retention, identifying expansion opportunities, and ensuring long-term mutual success.
• Lead business transformation initiatives within enterprise accounts by championing adoption, developing and delivering tailored training programs, and establishing best practices that continually drive incremental value and achieve strategic business outcomes.
• Serve as a trusted advisor and strategic partner to enterprise clients, proactively identifying their evolving needs, providing expert guidance, and advocating for their success within Socialive.
• Cultivate strong, long-term relationships with key stakeholders to gather strategic product and service feedback, and effectively communicate these insights to internal teams (Product, Engineering, Sales) to drive continuous improvement and innovation.
• Define, drive, and rigorously demonstrate the tangible ROI and strategic business value that Socialive delivers to each enterprise customer through data-driven insights, compelling business cases, and quantifiable success metrics.
• Proactively manage and mitigate risk within your customer portfolio to ensure high levels of customer satisfaction and retention.
• Identify and pursue opportunities for account growth (upsell and cross-sell) in alignment with customer needs and strategic objectives.

Qualifications:

• Must have 5\+ years of dedicated SaaS Customer Success Management experience with a proven track record of successfully managing and growing a portfolio of complex enterprise-level clients, ideally within marketing, L\&D, or as a bonus, video/creative teams.
• Demonstrated success in a revenue-accountable role, with a strong history of independently owning and exceeding targets for renewal, expansion (upsell and cross-sell), and overall account growth within enterprise accounts.
• Exceptional communication, presentation, and interpersonal skills, with a demonstrated ability to build rapport, establish credibility, and effectively present to and influence C-suite executives and senior leadership.
• Deep understanding of the key value drivers and business objectives of enterprise organizations, and the ability to translate product features into tangible business benefits and strategic outcomes.
• Proven experience in running strategic Business Reviews and consistently exceeding Net Dollar Retention (NDR) targets within an enterprise customer base.
• Strong technical aptitude and the ability to understand and articulate the value of a SaaS platform.
• Team-oriented player with excellent collaboration skills.
• Project management skills and the ability to manage multiple complex projects simultaneously.
• Demonstrated understanding of value drivers in recurring revenue business models.

About our Team:

Our company culture is top priority and we strive to create an environment where all of our team members are empowered to do their best work. We’re proud of the collaborative culture we’ve built, even while working fully remote. We also understand that in order to be your best self you need time to relax and recharge. That’s why we encourage everyone at Socialive to take Mental Health Days each month, in addition to their PTO and our company-wide holiday shutdown. As a Built In 2022 Best Remote-First Place To Work winner, we’re growing our diverse, fully remote team with forward-thinking individuals who want to uplevel their careers while contributing to something bigger. Diversity, Equity, and Inclusion (DEI) is at the heart of Socialive’s success and we celebrate it in everything we do. Our mission is to be a place where all people can be bold and the best version of themselves.