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 D2C operational tools as well as predictive analytics. Our solutions are used by many leading broadcasters worldwide including NFL, CBC, NHL, CHL, Big10Network, MXGP, Nordisk Film, Optus Sport & Sinclair Broadcasting. Cleeng’s fully 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 & generate a profitable business. Come join our team, make a real contribution, and help shape the future of video consumption.

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 D2C operational tools as well as predictive analytics. Our solutions are used by many leading broadcasters worldwide including NFL, CBC, NHL, CHL, Big10Network, MXGP, Nordisk Film, Optus Sport & Sinclair Broadcasting. Cleeng’s fully 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 & generate a profitable business. Come join our team, make a real contribution, and help shape the future of video consumption.

As the Customer Success Director Americas you own the End-to-end relationship of strategic US accounts, working closely with various teams within Cleeng - both US and globally (Support, Solution Engineering, Product, Sales). You are responsible to partner with your assigned accounts on their strategic growth in line with their plans. You lead regular QBRs (both onsite & virtually), understand in detail the needs of your clients and leverage your expertise to translate the need into actionable scopes for the Product teams to work on. With your leadership expertise - ideally in an international, remote environment of running a Customer Success team , you will coach your reportees to grow their competencies. With your skills, experience and seniority you are seen as trusted advisor for your clients as well as for the internal Cleeng teams and you thrive to make or keep your clients promoters of Cleeng. You own the renewal commercial discussion and the successful retention of our valued clients.

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• Lead every aspect of the post-sales relationship, onboarding, training, demos, QBRs and regular check-ins, ongoing support and renewal. 
• Act as the strategic trusted advisor for the assigned accounts and provide ongoing proactive support via phone, email and in person activity throughout the customer life cycle to drive value and deepen enterprise relationships.
• Nurture strong relationships with key strategic stakeholders within these accounts, so to achieve high NPS
• Understand the client success metrics and consistently deliver on these metrics 
• Co-create with your client to build strategies for future success for your client and driving Cleeng growth.
• Run regular, structured QBRs that drive success for the client and Cleeng. 
• Manage the actions captured from account conversations (including QBRs) within Cleeng.  
• Be the voice of the customer internally to shape the direction of Cleeng product roadmap.Provide clear scoping of the Client requirements to address the painpoints. 
• Review product adoption/utilization and provide guidance to customers on how they can realize more value from their Cleeng subscriptions. 
• Identify opportunities to up-sell additional Cleeng products. 
• Lead the renewal commercial discussions ensuring best practice NRR of 122% and above. 
• Collaborate with other Cleeng teams (Support, Product, Sales) to serve customers best.  

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- Working Experience:

• 7+ years of experience working in a Customer Success or Client Relationship role, preferable in the area of high-value enterprise products to sports and/or media
• BBA, MBA or equivalent experience
• Proven ability to build and maintain strategic relationships within enterprise companies driving joint success for clients end-2-end.
• You have a proven track record in successfully managing client projects and delivering results

- Experience working in multicultural, international organizations with rapidly evolving products and business models

- Personality:

• Outstanding empathic listener who takes over responsibility
• Strong client-centric growth mindset 
• Self driven teamworker 
• Determined, diligent, passionate, curious, focused and self-motivated

- Business Acumen

• Excellent interpersonal, verbal and written communication skills that traverse from layperson to executive.
• You can create & hold presentations, articulate business plans, ask the right questions, steer a negotiation and know how to manage expectations.

- Leadership & Teamplayer

• You know how to work in a team: be a valued player, with a mix of professionalism and fun, yet drive your individual goals.
• You have the ability to coach junior CSMs

- Techstack experience: Salesforce, Atlassian tool suite (Jira, Zendesk, Confluence, Trello etc)  Google suite

- Willingness to travel up to 30% of your time 

- You are looking for your next challenge: join a fast growing team, build a worldwide business leader

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