Customer Success Manager

Globally recognized as the leader in live video technology for broadcast and new media productions, our passion, and purpose are to help our customers craft compelling stories that trigger the highest return on emotion. Our comprehensive range of solutions enables media companies and content creators to deliver the most gripping live sports images, buzzing entertainment shows, and breaking news content to billions of viewers every day – and in real-time. Scope The Customer Success Manager supporting the Account Teams plays a key role in ensuring high-value clients receive exceptional service, smooth onboarding, and continuous value from the company’s products or services. This role focuses on customer engagement, issue resolution, and operational coordination, working closely with (Key) Account Managers to strengthen client relationships and support retention and growth. Job Description

• Serve as a trusted contact for operational or product-related inquiries from key accounts.
• Assist customers with troubleshooting, onboarding tasks, product navigation, or usage questions.
• Deliver timely responses and follow-ups to ensure a positive customer experience.
• Monitor customer satisfaction and escalate concerns to the “Sales In Charge” when needed
• Support SIC by preparing customer reports, usage data, and account insights.
• Maintain accurate and up-to-date customer information in the CRM and Customer Success platforms.
• Assist with planning and preparing materials for customer review meetings, QBRs, and training sessions.
• Track customer product usage and identify gaps in adoption or risks of disengagement.
• Recognize upsell, cross-sell, or renewal opportunities and relay them to the SIC
• Help execute customer success plans designed to strengthen customer outcomes and long-term value.
• Coordinate with internal teams (CXT, M&S, Finance) to resolve customer issues quickly and effectively.
• Gather and relay customer feedback to help improve products, services, and processes.
• Identify recurring customer needs or challenges and recommend improvements to workflows or documentation.
• Contribute to knowledge base content, training materials, or customer education resources.

Profile

• Bachelor’s degree or equivalent experience in Business, Sales, Marketing, or a related field. A combination of education and relevant experience equivalent to the stated qualifications may be considered especially in Broadcast & Media industry.
• 1–3+ years of customer service, or customer success roles.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication abilities.
• Proficiency with CRM tools and MS Office.
• Preferably experience supporting key accounts or strategic sales teams.
• Ability to manage multiple tasks and prioritize in a fast-paced environment

Offer Becoming Part of the EVS Team not only means that you will receive a competitive salary in line with your skills and the market, but also a range of other additional wellness and healthcare benefits. EVS offers comprehensive healthcare, dental, and vision coverage for you and your eligible family members, fully paid by the company, starting on day one. We also provide a Savings Plan (401K) in which the company will match 25% of all employee contributions. And yes, you read that right: no tricks, no fine print, no hidden catches & no asterisks. Our hybrid way of working policy will help you preserve your work-life balance. EVS will also give you the tools to develop your skills and your career by providing training and internal mobility opportunities. You will benefit from being part of a friendly and lively work environment driven by ambitious goals and supported by a dynamic, innovative team that brings out the best in motivated individuals. EVS is also proud to foster an inclusive workplace where diversity is valued, ensuring everyone has the opportunity to succeed. Discover more about what makes EVS an exceptional place to work by visiting our website. Join us and bring your potential to life!