Client Success Manager 

Do you love helping customers do creative and exciting work? Do you live at the intersection of technology and media, news, sports, or entertainment? At Tagboard, so do we, and we’re looking for an experienced customer success manager with a track record of working with a team to delight customers and help them do outstanding, creative work. If this sounds like you, we’d love to hear from you! 

At Tagboard, you’ll work with a strong team of smart, driven, and fun people who come to work every day passionate about building a thriving SaaS business. Tagboard is the modern cloud production platform empowering premier media brands — from the NFL Network and NBA teams to national news outlets – to produce primetime shows, live digital content, gameday and tentpole events. Tagboard is used to produce over a quarter of a million shows with 130B annual impressions.

What you’ll do high level:
We are looking for someone who brings passion, proven results, a positive attitude, and a general understanding of SaaS and the media industry. This individual will come to the table with ideas to help grow customer adoption, manage multiple accounts without dropping the ball, and work independently and with stakeholders to make those ideas a reality.
The ideal candidate has a history of building an account book of customer advocates who love working with you and become experts in the products they use. In this role, you’ll be expected to meet retention goals and customer satisfaction goals. You will report to Tagboard’s Manager of Client Success.

What you’ll do on a day to day:

You will build relationships with assigned clients, including onboarding, increasing adoption, ensuring retention, providing ongoing training & support, deploying new features, and maintaining client satisfaction.
You will build a trusted/strategic advisor relationship with each assigned client and drive the continued value of our products and services.
You will develop, prepare, and nurture customers for advocacy.
You will work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
You will provide remote and/or on-site production services for key enterprise clients.
You will work closely with Account Executives to identify and/or develop upsell opportunities. 
You will also work closely with Account Executives to provide technical demos and brainstorm innovative ideas for potential enterprise partners.
You will advocate for client needs/issues cross-departmentally.
You will program manage account escalations.
You will contribute to the Services on-call support rotation, which may include time on weekends and outside of traditional working hours.  

You are a great fit if: 
You have 2-5 years of prior experience in Client Success, live or digital production.
You are passionate and have worked in news, media, or entertainment and understand that working with some of the coolest properties in these industries may mean support at odd hours. So you’ve got an energetic willingness to roll up your sleeves & do whatever it takes.
You have proven ability to drive the continuous value of our product(s).
You are familiar with working with clients of all sizes.
You are detail-oriented and analytical.
You thrive in a startup environment, embrace ambiguity, and are self-motivated to create and drive programs with a high level of autonomy. 
You are an expert communicator who can collaborate effectively in a remote work environment.
You play well with others, and you are known for having a high level of integrity. #NoJerks 
You are a great listener who likes to understand the problem to help devise a solution. 
You excel in networking, presentations and are relentless with follow-through.
You understand media and production workflows, and have experience creating engaging, interactive content. 
It would be even greater if you have: 
A bachelor's degree in journalism, business administration or equivalent experience 
Work experience in news, broadcast, digital media or video podcasting
Proficiency using Google Documents, Slack, and Hubspot
Flexibility to travel up to 20%, but also exceptional at remote presentations 
The ability to communicate with clients in English or Spanish (bilingual)

Compensation Range for role: 

Tier 1: CA, NJ, WA,
$55,000 - $120,000

Tier 2:  IL, VA, NJ, UT
$52,000 - $104,000 

Tier 3: TX, FL, AZ, MN, ND
$49,000 - $102,000

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