Strategic Customer Success Manager
About Backlight At Backlight, our vision is to dramatically improve every stage of the video and entertainment content lifecycle—from creation to monetization. Our global suite of media technology products includes Iconik, Wildmoka, Zype, Ftrack, and Cinesync. We’re building a high-performing team grounded in trust, inclusivity, curiosity, and customer impact.
- About the Role Backlight is hiring a Strategic Customer Success Manager to support and grow a portfolio of high-value customers across the Iconik and Wildmoka product lines. This role is ideal for someone who thrives at the intersection of customer success and commercial growth—someone who can build deep relationships, speak confidently with technical stakeholders, and identify expansion opportunities that deliver long-term value.This is a hybrid role—approximately 60% commercial and 40% technical—which requires the ability to drive account strategy while navigating complex media workflows.What You’ll Do
- 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 Who You Are
- 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
- Experience with tools like Salesforce, Gainsight, or similar CS platforms is a plus
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