About the role
JWX
About JWX (former JWP Connatix):
JWX’s mission is to provide technology that empowers media businesses to connect their content with consumers across every platform. We help publishers transform content into multi-format experiences, reach audiences wherever attention moves, and strengthen monetization in a fragmented landscape. As part of the broader ecosystem, JWX also supports streaming companies and advertisers with solutions built for how modern media is distributed and consumed.
- Our video players are embedded directly on publisher sites, including Accuweather, Axel Springer, Dotdash Meredith, McClatchy, Penske Media Co., and more.
- We work with leading brands and agencies including American Express, Citi, Dentsu, Mars, UM, and more helping them target ads against our publishers’ video content.
- We power streaming for over 2,000 blue-chip media companies, including 80% of the top 25 Comscore US publishers. As the largest independent global video network across CTV and OLV, we reach over 1B unique users and deliver 30B+ combined video plays and ad impressions every month.
The Opportunity:
The Customer Success Manager (CSM) is a highly skilled, customer facing professional who will engage with newly signed and existing customers, educate them on total JW Product solutions and ensure a smooth utilization of the JWX technology and drive overall adoption. A CSM is responsible for a fundamental part of the post-sale cycle for JW Player’s portfolio of JWX’s global customer base. They will act as a trusted business advisor for each customer - develop a deep understanding of the customer’s business strategy and goals, their intended use of video as part of that strategy, and how our product offering support fits within this business context. A CSM must be thorough, well spoken, have a good blend of business and technical skills, ability to analyze data, and have the ability to develop lasting, quality relationships with customers.
The Customer Success Manager (CSM) is a highly skilled, customer facing professional who will engage with newly signed and existing customers, educate them on total JW Product solutions and ensure a smooth utilization of the JWX technology and drive overall adoption. A CSM is responsible for a fundamental part of the post-sale cycle for JW Player’s portfolio of JWX’s global customer base. They will act as a trusted business advisor for each customer - develop a deep understanding of the customer’s business strategy and goals, their intended use of video as part of that strategy, and how our product offering support fits within this business context. A CSM must be thorough, well spoken, have a good blend of business and technical skills, ability to analyze data, and have the ability to develop lasting, quality relationships with customers.
As a Customer Success Manager, you will:
- Drive account success by understanding clients’ business strategies, technical requirements, and launch timelines.
- Own and manage the full renewal cycle.
- Identify opportunities for product adoption and revenue growth within your book of business.
- Be a strong customer advocate to internal JW teams that support the customer
- Maintain a strong understanding of JW Player suite of products and a continuous desire to learn video technology and the fast growing video industry
- Build and strengthen client relationships through strategic communication and solutioning.
- Collaborate cross-functionally to enhance customer outcomes and team efficiency.
- Maintain and improve upon CRM data within salesforce.com
- Utilize analytics to make data-driven decisions around customer engagement and health
- Proactively manage your schedule and customer pipeline in order to meet quarterly objectives
- Plan and deliver on client needs before they happen: leading client advocacy and improved client experience
- Anticipating clients needs to improve the overall customer experience.
Requirements of the role:
- Passionate about learning and understanding new technology in the video space
- Data driven and eager to learn how to analyze data to drive customer and business decisions
- Excellent interpersonal, organization and communication skills
- Results driven mindset
- Proactive and autonomous in problem solving and acting as a solutions consultant with high standards for customers
Bonus Points:
- Multi-Lingual
- OVP experience
- Previous Consulting, Project Management or Customer Success experience
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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