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Customer Success Manager

Toronto · Full-time

About The Position

The TV industry is currently being disrupted and the streaming video market is growing fast. Accedo is at the epicenter of the transformation since we deliver rich media apps on multiple platforms ranging from Smart TVs, gaming consoles, and media devices to smartphones and tablets. Accedo’s customers include global media brands such as Peloton, Showtime, NBCU, Netflix, Spotify, BBC, HBO, and TSN just to name a few. 

The Customer Success Manager role in Toronto will join our Accedo One SaaS platform team for video services in North America. You will be part of a team that secures successful onboarding and management of US and Canadian video service customers on the Accedo One platform in order to see them succeed with their video business. 

 

Who are we?

We are Accedo and have almost 20 years of experience helping hundreds of TV platform operators, broadcasters, media companies, and consumer electronics manufacturers across the globe to design, deliver and manage the next-generation video user experience across a vast range of connected devices.

Accedo offers a truly global working environment with offices all over the world, including Stockholm, London, Madrid, Toronto, Sydney, and Hong Kong, amongst others.

At the end of the day, our employees are what make us who we are. This means that we work hard to create a good working environment with plenty of opportunities to grow and develop within Accedo, wherever they may be in the world. We are on a journey and are always open to new ideas and individuals who want to contribute to making that journey a success.

Accedo is looking for another Customer Success Manager to join our growing team in Toronto. At Accedo you will be part of a diverse and multi-disciplined team, gaining exposure to cutting-edge technologies and the opportunity to work with some of the largest global media brands in the industry. 


Objective of role

The role of the Customer Success Manager is to act as a liaison between the Accedo team and the customer, incorporating product expertise and customer feedback.

As a Customer Success Manager, you will work with both customers and the Accedo One product team throughout the onboarding process in order to streamline the customer experience.

Furthermore, you will actively work with customers post-launch in order to make sure they are optimizing their use of the SaaS platform. This includes supporting them with upgrades and documentation and providing them insight on Accedo’s product roadmap and on how they can best evolve their video service to optimize for user acquisition and retention.

As a Customer Success Manager, you will gain valuable experience and also get feedback from customers that is expected to be shared internally so the onboarding process as well as the product roadmap - can evolve.

Strong communication and interpersonal skills will be key. A large part of your role will be about managing customers running our SaaS platform for video services and dealing with our internal teams.

 

Main Tasks:

  • Relationship - Be the trusted advisor and primary post-sale point of contact for a portfolio of Accedo One customers and engage proactively with them on a regular basis
  • Sales Handoff - Work closely with Sales on Customer Success handoff to ensure a smooth post-sale transition for all internal and external stakeholders
  • Onboarding - Work with customers to discover and understand their needs to help them through a tailored Accedo product onboarding process
  • Training - Coach customers to be product specialists and train their teams so they become increasingly self-sufficient.
  • Adoption - Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product
  • Growth - Identify upselling opportunities and help customers drive growth and renewals by showcasing new platforms, features, and integrations
  • Internal Coordination - Handle escalations and coordinate across functional areas to ensure flawless delivery (including Marketing, Sales, Product Management, Engineering, QA, and Support)
  • Customer Health Management - Identify and address customer challenges and risks to improve retention. Monitor customer health and satisfaction and provide reports to Accedo stakeholders


Requirements

  • Multiple years of experience in customer-facing customer success management, account management, project management, or strategic consulting organization (experience in B2B SaaS is a plus).
  • Strong interpersonal skills and exemplary facilitation skills, with the ability to lead customer/partner meetings and workshops at an international level
  • Highly self-motivated, customer-focused, and organized
  • Able to present diplomacy, tact, and poise under pressure when working through customer issues
  • Technical experience and/or high-level understanding of content management systems, global content delivery networks, cloud service providers, video encoding pipelines, DRM technologies, ad integration, analytics solutions, payment gateways, etc. is a plus but not mandatory
  • A keen interest in challenging and improving our products and our processes, and thus helping the customers to get even more successful.


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