Customer Success Manager

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RealNetworks

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1994

🤖 Artificial Intelligence

🎮 Gaming

📱 Media

💰 $11M Post-IPO Equity on 2002-04

Artificial Intelligence • Gaming • Media

RealNetworks is a technology company that specializes in providing innovative software and services, including AI-powered facial recognition with SAFR, digital media solutions with RealPlayer, and gaming experiences through GameHouse. RealNetworks focuses on enhancing security, communication, and entertainment capabilities, ensuring users enjoy seamless access to their favorite content anytime and anywhere.

📋 Description

• Guide new customers through implementation and setup, establish success expectations and milestones, and ensure a smooth transition into ongoing adoption • Serve as the primary contact for a portfolio of customers, proactively managing relationships and needs • Establish a proactive customer cadence to review performance, usage, KPIs, business outcomes, questions, and feedback • Identify opportunities to increase adoption and ensure customers realize measurable value from SAFR Guard • Promote best practices and increase adoption, engagement, and customer value across SAFR Guard features and capabilities • Collaborate with technical support and product teams to resolve customer concerns • Monitor customer health, identify engagement or adoption gaps and churn risks, and support retention and renewal efforts • Solicit customer feedback and represent the Voice of the Customer internally to inform product improvements and priorities • Review and communicate customer performance, usage trends, success milestones, and measurable outcomes • Maintain accurate customer records and commitments in source-of-truth systems • Review incidents for context and applicable policy and procedures, exercising sound judgment

🎯 Requirements

• 3+ years in Customer Success or Client Services with B2B SaaS solutions strongly preferred • Retail loss prevention / asset protection experience • Strong communication and interpersonal skills with a customer-first mindset • Strong organizational skills and discipline in documenting customer interactions, commitments, health, and outcomes • Track record of executing effective onboarding, renewal, and retention strategies with measurable customer outcomes • Ability to manage multiple customer accounts and projects simultaneously • Comfortable working cross-functionally with technical and non-technical teams • Self-starter who thrives in a fast-paced, evolving environment • Technical aptitude preferred • Remote in the US; West Coast preferred

🏖️ Benefits

• Remote work • Equal opportunity employment • E-Verify participation