Senior Customer Success Manager

Senior Customer Success Manager – Remote – Spain

We’re currently looking for a Senior Customer Success Manager to join our growing team at VSN!

Here is a little window into our company: Founded in 1990, VSN is an end-to-end software solution for the broadcast industry helping customers better manage and automate the entire media lifecycle, from planning to delivery and archive. VSN is headquartered in Barcelona, Spain.

Thanks to its extensive network of distributors, partners, and offices around the world, our technology helps clients in more than 100 countries carry out their daily operations with maximum security and efficiency. VSN was acquired by Valsoft and is now part of Aspire Software, the operational arm of Valsoft Corp. Aspire operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire Software delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

VSN’s solutions focus on solving any need in the fields of media management, production, planning, multiplatform content delivery, and broadcast or publishing through linear and non-linear channels. Its software tools manage the entire media lifecycle, from ingest to broadcast and archive, in a seamless and unified way, helping companies that work with video content daily to improve their efficiency and productivity. VSN’s portfolio of solutions is wide and varied, with up to six different types: media planning and programming, media production and content creation, news production, media preservation and archiving, content exchange, and linear or multiplatform distribution. Whether on premises, in the cloud, or in hybrid models, all solutions are open and scalable to allow integration with existing technologies and workflows in any company. Furthermore, they can all be integrated and combined to create a modular and scalable end-to-end solution that can grow and adapt to the changing needs of the business.

The successful candidate will be based in Spain and work from home.

Objectives Of This Role:

• Own the entire relationship with assigned clients, including adoption, retention, and satisfaction.
• Own the P&L for the existing clients' portfolio.
• Be responsible for contract renewals and MRR.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• Develop and maintain customer success strategies and best practices, as well as customer support content.
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
• Maintain existing customer success metrics and data as directed.

What Your Day Will Look Like:

• Serve as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Manage the company’s KPIs on churn rate and client satisfaction.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for clients; analyze trends in CSAT and NPS scores to identify areas for improvement.
• Work with sales and marketing teams to boost customer referrals and develop case studies.

About You:

• Three to five years of experience in communications, marketing, sales, account management, or customer success.
• Strong skills in verbal and written communications, strategic planning, and project management. (English and Spanish required; a third language such as French, German, or Italian is highly valuable.)
• Analytical and process-oriented mindset.
• Ability to work effectively across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Strong knowledge of Salesforce or CRM.
• Bachelor’s degree or equivalent (preferred).
• Knowledge of Salesforce and project management tools (preferred).
• Experience in media and broadcasting. (a plus).

For further information about VSN, you can visit our website at www.vsn-tv.com

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

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