Founded in 2011, Cleeng is the Subscriber Retention Management® Company. Focusing on the Media & Entertainment industry, we help our clients create a long-lasting relationship with their subscribers by providing the best Direct to Co consumer operational tools as well as predictive analytics. Our solutions are used by many leading broadcasters worldwide including NFL, NHL, CHL, Big10Network, MXGP, Optus Sport & Sinclair Broadcasting Group.

Cleeng's SaaS solution is built for scalability, flexibility, robustness and innovation.Working at Cleeng is rewarding, fun and challenging. We thrive on innovation, are fast growing & generating a profitable business. Come join our team, make a real contribution, and help shape the future of video consumption.

We're seeking a talented Customer Success Manager to join our dynamic team at Cleeng! If you're passionate about driving customer satisfaction and success, thrive in a collaborative environment, and have a track record of delivering exceptional results, we want to hear from you.

Join us in revolutionizing the OTT industry and making a meaningful impact on our clients' businesses.

Apply now to be part of our journey!

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As a Customer Success Manager at Cleeng, you will embody the driving force behind the success of our largest enterprise customers, steering them towards triumph while securing a substantial portion of our targets in Net Revenue and Logo Retention. 

Your mission transcends traditional account management—it's about forging unbreakable partnerships with industry titans in sports and entertainment, ensuring their satisfaction, and fueling the success of Cleeng's cutting-edge subscriber management and engagement solutions.

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Strategic Account Leadership:

• Take the helm of a prestigious portfolio of our enterprise clients, guiding them with vision, purpose, and unwavering dedication to their success.
• Dive deep into the heart of their business objectives, crafting bespoke account plans that align with their strategic goals and unlock new pathways to prosperity.
• Illuminate the path forward with strategic foresight, identifying opportunities for growth, innovation, and differentiation that propel our clients to the forefront of their industries.
• Find creative solutions for your customers reusing Cleeng product KPI and industry benchmark data to lift the performance of your customers’ performance and enhance the relationships and Cleeng’s value as a strategic partner.

Customer Empowerment and Engagement:

• Empower our clients with the knowledge, and insights they need to thrive, facilitating seamless onboarding experiences and delivering transformative training sessions that ignite their potential.
• Cultivate strong, enduring relationships with key stakeholders, serving as a trusted advisor and champion of their success journey.
• Anticipate their needs, exceed their expectations, and inspire unwavering loyalty through your unwavering commitment to their success and satisfaction.

Driving Key Performance Excellence:

• Set your sights on the summit of success, monitoring and achieving key performance indicators (KPIs) related to revenue retention, customer satisfaction, Net Promoter Score (NPS), and account retention.
• Collaborate with your peers within the Customer Success team to elevate the collective performance, driving continuous improvement and innovation that propels Cleeng and our clients to new heights of excellence.

Cross-Functional Collaboration and Innovation:

• Break down silos and foster a culture of collaboration by working closely with internal teams including Support, Project Management, Solution Engineering, Product, and Sales.
• Serve as a bridge between our clients and internal departments translating their needs and aspirations into actionable insights and innovative solutions that drive tangible results.

Inspiring Excellence and Impact:

• Be the custodian of Customer Success and foster a culture of excellence, innovation, and continuous improvement that defines Cleeng as a leader in the OTT industry.
• Be a beacon of inspiration and empowerment, motivating your peers, your clients, and yourself to reach new heights of greatness, one success story at a time.
• A true role model in having a sense of urgency for Cleeng and your customers success and performance.

• 5-7 years of progressive experience in customer service or account management in D2C or SaaS environments.

• Proven experience working with enterprise clients (>$500K USD).
• Onboarding process facilitation for new clients.
• Training session execution for client education on services.
• Key performance indicator (KPI) monitoring and achievement.
• Cross-functional collaboration with internal teams (Support, Product, Sales, Solution Engineering).
• Documentation proficiency in Salesforce or similar CRM tools.
• Customer service and satisfaction strategy implementation.
• Strong analytical skills for customer data analysis.
• Escalation management for addressing client concerns effectively.
• Exceptional problem-solving and critical thinking skills, enabling effective resolution of customer challenges.
• Outstanding time management and organizational skills, ensuring efficient handling of tasks and priorities.

• Effective communication and interpersonal skills, including active listening and diplomacy
• Flexibility and adaptability to changing requirements or situations
• Cultural awareness and sensitivity, especially when working with cross-functional teams from different regions or countries

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