Strategic Customer Success Manager

Backlight Logo

Backlight

📍Remote - United States

Summary

Join Backlight as a Strategic Customer Success Manager to support and grow a portfolio of high-value customers using Iconik and Wildmoka products. This hybrid role blends commercial and technical expertise, requiring strong relationship-building skills and the ability to identify expansion opportunities. You will manage the post-sale lifecycle, proactively monitor account health, and collaborate with various teams to deliver exceptional customer experiences. The ideal candidate possesses 5-7 years of experience in customer success or account management within a B2B SaaS environment, specifically with strategic or enterprise accounts. A proven track record of renewals and account growth, along with strong commercial instincts, is essential.

Requirements

  • 5–7 years in customer success, account management, or related client-facing roles
  • Experience managing strategic or enterprise accounts in a B2B SaaS environment
  • Confident engaging with technical stakeholders; ideally experienced in media tech or video workflows
  • Strong commercial instincts with a proven track record of renewals and account growth
  • Collaborative, curious, and comfortable operating across functions and time zones
  • Organized, proactive, and driven to deliver exceptional customer outcomes

Responsibilities

  • Manage a portfolio of strategic customers across Backlight’s Iconik and Wildmoka products
  • Build lasting relationships with key stakeholders, from technical teams to business leads
  • Own the full post-sale lifecycle: onboarding, adoption, renewals, and expansion
  • Proactively monitor account health and mitigate risks before they impact retention
  • Identify and pursue volume-based upsell opportunities in partnership with sales
  • Align Backlight solutions with customer goals, delivering measurable ROI over time
  • Act as the voice of the customer—surfacing insights to Product, Engineering, and GTM teams
  • Collaborate with Sales Engineers to support deeper technical conversations when needed
  • Partner with cross-functional teams to build high-impact customer experiences and workflows

Preferred Qualifications

Experience with tools like Salesforce, Gainsight, or similar CS platforms is a plus

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