US

Customer Success Director, Americas

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Job summary

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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.

 

Your Mission

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.

Job summary

Key Responsibilities

  • 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.  

Required Skills and Experience

- 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

What do we offer?

  • Health insurance: Medical, dental
  • Life insurance
  • Paid vacation and sick days
  • Fun, active company outings around major sports events
  • With our strong coaching & international culture, we aim to develop world-class leaders. This is a great opportunity to develop your international experience in an organization that is enabling the transformation of the Media and Entertainment industry,
  • Working with a truly international team of well – rounded experts in Amsterdam (HQ), NYC, Poznan, Manila. 16 nationalities and counting!
  • Flexible working hours,
  • Possibility to work 100% remotely
  • With the startup mindset, we work hard, play hard. For sure, not a boring place and we want to keep it that way.

They trust our expertise in the industry

We help leading subscription businesses build longer lasting relationships with their customers. So they grow faster, and we do too.

There are lots of reasons to work here

Multicultural Experience

Immerse yourself in a culture full of diversity. Travel the world to work face-to-face with your colleagues and enjoy the ride!

Best Equipment

Within the possible limits you have a possibility to choose type of pc/laptop you want to work on.

Annual Retreats

Every year employees gather together to integrate and celebrate another amazing year at Cleeng.

Play the video and get to know us

Join a community of professionals who push each other to strive for success, while enjoying what they do.

80+

Employees

10+

Years on the market

13+

Nationalities

For the Job that becomes Career

Are you interested?

Contact us