Technical Customer Success Manager

About Mux

About the Role

At Mux, the Customer Success Manager will enable customers to be successful on our platform and achieve their desired outcomes, by driving product adoption, building strong customer relationships and providing a feedback loop to the rest of the organization.

What You’ll Do

• Own the overall health and success of our customers, which includes onboarding, adoption, ensuring value realization, and retention.
• Be the main point for our customers and become a trusted and strategic advisor, drive best practices and innovation.
• Provide API and product guidance to technical stakeholders such as developers, product managers, data architects, and educate on best practices for optimizing the use of the Mux products.
• Take ownership of your book of business, maintain long-term account health and strong relationships, communicate risks and opportunities across customers.
• Advocate on behalf of customers and navigate across product, engineering, sales & marketing to deliver the best experience to customers.
• Work closely with a Senior Account Manager to ensure successful renewals,drive expansions and new opportunities resulting from the success of the customers, identify obstacles, and mitigate churn.

Who You Are

• 5+ years of experience in Customer Success or equivalent role at a SaaS technology company, focused on increasing customer satisfaction, adoption, and retention. Ideally, supporting an API based B2B platform where product engagement and usage-based consumption are key measures of success.
• Bachelor’s degree or equivalent and a dedication to ongoing learning.
• Strong technical knowledge in B2B SaaS, developer tooling, and cloud technologies (eg. infrastructure, frontend/backend technologies)
• Excellent written/verbal communication skills and a personable presence. 
• You embody the Mux value: Turn Customers into Fans, with a customer-first attitude and approach. 
• Strong Plus / Bonus: 
  • CS degree and/or experience developing code or writing scripts
  • Experience with data analysis tooling (eg. Looker) 

In our commitment to provide transparency with candidates, we openly share base pay ranges for all job postings within the United States, regardless of the state. These pay ranges are established using standardized criteria, including job function, level, and location. They're also benchmarked against similar companies in a similar stage of growth. The starting pay for this position is between $130K and $180K OTE. Actual pay is influenced by various factors such as location, skills, depth of experience, and internal equity.

If you don't have all of these requirements but think your experience could be a great fit, that's okay! Please apply and we can talk about what's most needed in the role.

U.S. Benefits

You'd join an amazing team from places like Google/YouTube, Amazon/Twitch, Facebook/Oculus, Brightcove, Bain, and the BBC. We have a supportive culture that cares about both excellent work and work-life balance.

We are remote-equal, with an office space in Downtown San Francisco and London.

• Flexible PTO + 11 company holidays
• Weekly no-meeting days + quarterly focus weeks
• Healthy work-life balance encouraged
• Competitive health, dental, and vision insurance (100% employee and 65% dependent premium coverage)
• Fully funded fertility benefits
• HSA available, compatible with high deductible plan only ($100 per single employee/month & $200 per family/month employer contribution)
• FSA available
• Short-term and long-term disability insurance
• Group life insurance
• Travel accident insurance
• Employee Assistance Program (EAP)
• Medical support concierge service
• 401(k)
• Paid parental leave
• Investment in career growth through professional development stipend
• Reimbursements for headphones, cell phones, device upgrades, and SVoD services of Mux customers
• Lunch reimbursement program

Mux is an Equal Opportunity employer committed to building a diverse company. We believe diversity makes us better, and we strive to be inclusive and equitable. That’s why we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.