Overview

Join to apply for the Customer Success Manager (EMEA) role at Bitmovin.

Location: Preferably near the UK or Austria for office visits.

Why Bitmovin

Bitmovin is an award-winning video streaming technology provider serving world-renowned brands and managed service providers. Our solution suite includes Live and VOD Encoding, a Multi-Platform Player, and Analytics to enable content owners to redefine the viewer experience via API-based workflow optimization, fast turnaround, and scalability.

Core skills

• Customer Success
• Account Management
• Communication
• Video Technology
• Customer Retention
• Customer Expansion
• SaaS

Responsibilities

• Lead Accounts: Head engagements with Bitmovin's largest and most strategic customers across EMEA.
• Drive Autonomy & Impact: Influence customer satisfaction, retention, and significant expansion.
• Blend Diverse Skills: Combine account management, customer success, and technical acumen in a dynamic environment.
• Innovate & Shape CS: Propose ideas to evolve and refine the customer success approach at Bitmovin.
• Experience Scale-Up Growth: Engage in a fast-paced scale-up environment with strong benefits.
• Strategic Onboarding: Facilitate a smooth onboarding that sets the tone for the lifecycle.
• Success Plan Development: Define success criteria and create comprehensive success plans.
• Proactive Lifecycle Management: Oversee the full customer lifecycle from onboarding to renewals.
• Executive Business Reviews (EBRs): Conduct regular reviews to show value and align on future strategy.
• Usage & Trend Analysis: Monitor usage patterns and provide insights to drive outcomes and flag risks/opportunities.
• Value Realization & Expansion: Demonstrate ongoing value and collaborate with sales/solutions to drive expansion.
• Relationship Building: Build and maintain strong relationships with key stakeholders.
• Cross-Functional Advocacy: Represent the customer inside Bitmovin, coordinating with product, engineering, support, and sales.
• Account Health Monitoring: Proactively check health to ensure satisfaction and mitigate churn.

Your qualifications

• Proven Enterprise CS/Account Management: Experience managing large enterprise accounts, preferably in Video Streaming, advanced SaaS, or Cloud Computing.
• Technical Acumen: Understanding of online streaming, digital video workflows, and API-based products; able to discuss technology and business impact.
• Exceptional Communication: Strong listening and adaptable communication across technical and executive audiences.
• Strategic & Creative Thinker: Proactively driving solutions and challenging the status quo to ensure success.
• Resilience & Tenacity: Navigate challenges and persist to achieve outcomes.
• Time Management & Prioritization: Manage multiple complex accounts and meet deadlines.
• Deep Customer Focus & Problem-Solving: Passion for customer success and resolving complex issues.

You don’t have experience with all points? We will provide learning, training, and coaching on the job.

Life at Bitmovin

Find out more about us on our Careers Page. See what fellow Bitmovers say on LinkedIn and Glassdoor. For all roles, we are open to flexible working arrangements to support everyone’s unique circumstances.