Senior Customer Success Manager

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Mediafly

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B2B • Enterprise • SaaS

Mediafly is a revenue enablement platform that equips customer-facing teams with the tools, content, and data needed to deliver personalized and engaging buyer experiences. By integrating intelligence and enablement, Mediafly helps enterprises enhance seller effectiveness and optimize revenue growth. The platform offers features such as content management, sales readiness, video selling, interactive experiences, and value selling to engage buyers effectively. Mediafly's solutions also include revenue intelligence and conversation intelligence to improve sales effectiveness and forecast accuracy. Notably, Mediafly partners with SAP to provide endorsed sales enablement solutions, enhancing growth for users of SAP Sales Cloud and Service Cloud. This platform is aimed at helping teams convert deals efficiently across the customer lifecycle.

201 - 500 employees

🤝 B2B

🏢 Enterprise

☁️ SaaS

📋 Description

• Lead strategic, executive-level customer conversations to deeply understand business objectives, define measurable success outcomes, and position Mediafly as a long-term strategic partner. • Serve as the “captain” of the account team, modeling best-in-class customer leadership, driving internal alignment, orchestrating cross-functional initiatives, and ensuring all stakeholders (internal and external) are prioritized and supported. • Build and execute robust, data-backed mutual success plans that drive adoption, business value realization, and executive alignment across complex customer organizations. • Drive adoption and ROI expansion by proactively identifying opportunities, recommending best practices, and influencing customer behavior through consultative yet confident guidance. • Demonstrate exceptional executive presence and value storytelling, translating product capabilities and customer insights into compelling, outcome-driven narratives tailored for audiences up to the C-suite. • Own the customer’s strategic lifecycle, from onboarding to renewal and expansion, ensuring customers derive continuous value and achieve measurable business outcomes. • Proactively anticipate risks and opportunities by monitoring customer health, synthesizing qualitative and quantitative insights, and taking decisive action to protect and grow customer relationships. • Champion customer needs internally by collaborating closely with Sales, Product, Engineering, and Support to drive alignment, influence roadmap direction, and ensure a seamless customer experience. • Adopt and evangelize new processes, methodologies, and tools, leading by example and reinforcing operational excellence across the Customer Success organization. • Provide thought leadership to customers and internal teams, including guidance on industry trends, emerging use cases, and best practices that elevate the partnership and position Mediafly as a trusted advisor.

🎯 Requirements

• 8+ years of progressive experience in Customer Success or related customer-facing roles (CS, Account Management, Sales Engineering, Consulting), preferably within B2B SaaS and managing large, complex, multi-stakeholder accounts. • Proven track record operating as a strategic-focused CSM, leading executive conversations, driving enterprise adoption, and delivering measurable customer outcomes. • Extensive experience engaging and influencing senior-level and C-suite stakeholders, with exceptional confidence, presence, and strategic communication skills. • Demonstrated ability to manage multiple high-priority initiatives, requests, and stakeholders simultaneously, maintaining clear ownership and proactive communication throughout. • Strong analytical mindset and ability to use data to diagnose issues, uncover opportunities, and make informed recommendations that support customer value and partnership growth. • Expertise in building, executing, and managing mutual success plans, change management strategies, and long-term account roadmaps. • Outstanding written, verbal, and value-based storytelling skills, with the ability to simplify complex information and tailor messaging to technical and non-technical audiences. • Experience delivering trainings, workshops, and webinars to audiences of varying sizes, from end users to executives, with the ability to adapt style and content to maximize impact. • Strong understanding of Gainsight and SFDC is a must. Bachelor’s degree in technology, marketing, business, or a related field, or equivalent experience.

🏖️ Benefits

• Remote based in US • Flexible working hours • Generous PTO • Competitive Salary • 401K Retirement Plan with match • Transparent Career Paths • Medical, Dental, Vision • Generous Paid Parental Leave • Remote Stipend • Work in a creative environment with high energy