Strategic Customer Success Manager

Backlight
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