Customer Success Manager
Listed on 2026-02-27
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Language/Bilingual
Technical Support
We seek a highly skilled and motivated Customer Success Manager (CSM) with Linux and cloud computing expertise to join our team in the New York tri-state area. This role is pivotal in ensuring client success, addressing inquiries, and delivering exceptional support in a multicultural work environment, with occasional domestic and international travel.
Key Responsibilities:
Ensure high satisfaction levels by promptly addressing client inquiries and needs, leading to customer loyalty and long-term client relationships.
Initiate communication with diverse customers, educating them on best practices.
Escalate complex technical issues, maintaining continuous communication with other company employees and customers.
Collect and analyze feedback, identify improvement areas, and communicate feature requests with the product team.
Demonstrate and communicate the value of our products, maximizing customer benefits and best practices.
Education:
Provide ongoing education on product features and updates, fostering product adoption, and onboarding new clients.
Develop and implement strategies to enhance customer retention and loyalty.
Conduct proactive quarterly reviews with clients, presenting data points on new product features and gaining insights into evolving needs.
Provide top-tier support through various channels, ensuring timely and accurate responses.
Support sales with demonstrations, technical discussions, and other sales-related activities as needed.
Create and maintain comprehensive documentation resources related to clients.
Take ownership of recognizing and mitigating potential customer attrition risks.
Core Competencies:
Skills:
Be a good listener, adept at following instructions, and maintain a respectful customer-centric approach.
Configure, troubleshoot, and support computer-based networking and cloud-based systems.
Be able to consider issues from multiple angles, envision pros and cons, and evaluate options. It is vital to have an objective attitude and be willing to be informed by data instead of guesswork.
In-depth knowledge of Linux-based and cloud computing systems and CRM/ticketing systems.
Demonstrate ability to meet deadlines by prioritizing tasks, budgeting time, and self-disciplining.
Requirements:
Additional Requirements:
Benefits:
Participate in our retirement savings plan for financial security. (4% match).
If you are passionate about media workflows, customer success, cloud computing, and Linux and enjoy working in a fast-paced environment, we invite you to apply. Join us in shaping the future of customer success within our diverse and inclusive organization.
About the Fonn Group
Fonn Group invests in companies delivering production and journalistic tools for the media and entertainment industry.
Fonn Group is headquartered in Media City Bergen, Norway. Fonn Group Americas launched in 2020 to bring Mimir and Dina newsroom and video workflow solutions to North and South America Regions. Fonn Group also has a presence in the APAC region.
About our products:
- Dina -
- Mimir -
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