We are hiring our first Customer Success Lead to build the function that makes every Videospan customer successful. In this role, you will combine creativity, video expertise, and strategic thinking to design onboarding, adoption, and retention programs from the ground up. You will be the voice of the customer inside the company and the trusted partner our users rely on to get the most from video.
What you'll do
- Design and run the customer success playbook: onboarding, health scoring, QBRs, renewals, and expansion.
- Serve as a strategic advisor to customers, helping them develop video strategies that drive real business outcomes.
- Build programs that scale, including self-service onboarding, video tutorials, webinars, and help content.
- Partner with product, engineering, and marketing to translate customer feedback into product improvements and case studies.
- Track customer outcomes and advocate for customer needs in a fast-moving startup environment.
- Create a culture of customer obsession across the company.
Requirements
- 4+ years of experience in customer success, account management, or consulting for SaaS products.
- Experience building or scaling customer success programs from an early stage.
- Strong understanding of video content, video marketing, or video production workflows.
- Creative problem-solver who can design bespoke solutions for complex customer challenges.
- Excellent communication and relationship-building skills.
- Genuine passion for helping customers succeed and representing their voice internally.
