Customer Success Manager, North America

Who we are

At Media Kind, we understand the power of media and how it is evolving. It runs in our DNA. It’s our passion. Fueled by deep innovation, we have a single goal in mind: to enable our customers to create and deliver immersive media experiences that enrich life.

We are trusted by the world’s leading service providers, operators, content owners, and broadcasters to respond to the demanding expectation of their viewers. From major sporting moments to breaking world news, we have always been a catalyst for live television. Today, our focus is to inspire and push the boundaries of the streaming era, realizing a future where live content can be delivered without limits, at broadcast quality and scale, to any screen or device.

Our software-centric, cloud-native solutions enable high-quality media experiences that are accessible to all across linear, on-demand, and OTT services. We are fueled by more than 30 years of Emmy award-winning technology, spanning contribution and direct-to-consumer videos service distribution; advertising and content personalization; high-efficiency cloud DVR; and TV Platforms.

Position Overview

Media Kind is seeking a Customer Success Manager to nurture customer relationships, ensuring satisfaction, value realization, and successful delivery of our solutions. This role focuses on supporting customers’ success, driving adoption, and fostering collaboration across teams while contributing to Media Kind’s business objectives.

Key Responsibilities

Customer Relationship Management

• Drive success and retention :
  Ensure customers derive maximum value from Media Kind’s solutions, building trust and satisfaction.
• Onboarding and adoption :
  Support customers through smooth onboarding and ensure effective integration into their workflows.
• Advocate for customers :
  Understand customer goals and challenges, serving as their voice within Media Kind.
• Identify opportunities :
  Recognize upsell or expansion possibilities and share insights with sales.
• Collaborate across teams :
  Work closely with internal teams (product, support, and sales) to resolve issues and promote feature adoption.

Delivery Support

• Ensure solution delivery :
  Monitor delivery progress to meet agreed timelines, scope, and customer expectations.
• Support operational excellence :
  Help ensure adherence to SLAs, manage escalations, and collaborate on incident resolution.
• Contribute to improvement :
  Provide feedback to product and engineering teams to enhance Media Kind's offerings.
• Assist in renewals :
  Partner with sales to support contract renewals and ongoing success.

Ideal Candidate

• Approximately 5 to 8 years of experience in Customer Success or a similar customer-facing role.
• Strong interpersonal skills with the ability to build trust and long-term relationships.
• Organizational and problem-solving skills to manage multiple engagements effectively.
• Familiarity with technical OTT streaming solutions and ability to communicate customer needs clearly.
• A collaborative mindset to work across teams and deliver exceptional customer outcomes.

Locations

Canada Remote

Benefits:

• Competitive salary and Bonus structure
• Comprehensive benefits package
• Media Kindness Wellbeing Program and Family Friendly Policies
• Ongoing training and professional development opportunities
• Collaborative and dynamic work environment
• Flexible work arrangements, including remote work options

Join our team at Media Kind and be part of a dynamic and supportive environment where your contributions make a meaningful impact on our success.

Here at Media Kind, we are dedicated to creating an inclusive workplace where we appreciate the unique skills, capabilities and perspectives that our people bring. We believe that diverse teams are better for our employees, customers and our business. Everyone’s identity, background and life experiences add to the Media Kind story, and we welcome all.