Customer Success, Strategic

Job not on LinkedIn

November 25

🗽 New York – Remote

Although this job is listed in New York, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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BBC

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Media

BBC is the United Kingdom's public-service broadcaster and a global media organisation that produces and distributes news, television, radio, and online content. It operates national and international TV and radio services, the BBC News website and apps, streaming services such as iPlayer and Sounds, and creates programming across news, sport, culture, science and entertainment. Funded primarily by the UK television licence fee and governed under a royal charter, the BBC serves domestic and international audiences with editorially independent journalism and a broad range of public-service content.

10,000+ employees

📱 Media

📋 Description

• Managing and coaching a team of 4 Customer Success professionals to achieve implementation, retention, renewal, and upsell goals • Building the muscle for renewals and upsells—ensuring each team member understands how to spot, shape, and close expansion opportunities • Overseeing the customer experience for 500+ U.S. accounts, including managing a small book of strategic accounts • Monitoring customer health and usage metrics to proactively address risks and drive account success • Serving as an escalation point for high-impact customer issues • Partnering with RevOps, UK Head of CS, Sales, Product, and Marketing to implement playbooks, share customer insights, and support expansion • Leading hiring and onboarding efforts as the team grows

🎯 Requirements

• Proven track record leading Customer Success teams in B2B SaaS, with experience managing CSMs focused on implementation, adoption, renewals, and expansion. • Comfortable supporting a technically complex product with diverse customer workflows • Strong people manager — you lead with empathy, structure, and accountability • Proven track record of driving retention and expansion with a strong commercial mindset that understands how Customer Success impacts revenue • Hands-on and high-agency — you’re happy rolling up your sleeves • Excellent communicator who can influence across functions • Deep understanding of customer value drivers and post-sale customer journeys • Experience in a high-growth or startup environment • Based in the U.S. (EST or CST) with valid work authorization • Proven track record of acting on and making decisions that align with our core values

🏖️ Benefits

• 🩺 Gold-plated healthcare – The best medical, dental, and optical coverage money can buy. We’ve got you (and your family) covered • 🏝️ Unlimited holidays – Work-life balance matters. Take the time you need to rest, recharge, and enjoy life • 🧠 Mental health support – Unlimited, immediate access to professional counseling through Spill—because your well-being comes first • 💰 Retirement matching – A competitive plan to help you hit your long-term financial goals • 🌍 Remote-first culture – Work where you're most productive. As a remote-first team, we prioritize flexibility and trust • 📈 Meaningful equity – You’re helping build something special, and you should share in its success • 👶 Generous parental leave – Up to 16 weeks of fully paid leave to support new parents • 📚 Learning budget – Annual funds for courses, books, or anything else that fuels your personal and professional growth • 💻 Top-of-the-line equipment – MacBook Pro, 4K monitors, and all the right tools to do your best work • 🤝 A team that’s got your back – Smart, driven, kind people who want you to succeed, our clients to be wowed, and our business to grow