Customer Success Manager

At Pictory, we're all about making video creation a breeze! We're a rapidly growing SaaS solution that empowers businesses and individuals to create stunning videos with the power of AI.

Who is Pictory?

Pictory is a video creation platform. We are on a mission to democratize video storytelling and make video creation accessible to teams across the enterprise. Powered by GPT-4, our AI models make video intuitive, easy, and fun. We are a global team and scaling quickly.

What you will do (responsibilities)

As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their desired outcomes using our platform. You will be responsible for building strong relationships with our clients, understanding their needs, and helping them maximize the value of our video creation tool. Your goal will be to drive customer satisfaction, retention, and growth.

• Develop and maintain strong, long-lasting relationships with customers
• Onboard new clients, ensuring they are set up for success and fully understand the platform's capabilities
• Provide ongoing support and guidance to customers, addressing their queries and resolving issues promptly
• Monitor customer health and proactively identify opportunities for upselling and cross-selling
• Collaborate with the sales, product, and support teams to ensure a seamless customer experience
• Conduct regular check-ins and business reviews with customers to track progress and gather feedback
• Track, measure, and help improve the Net Revenue Retention (NRR). This will be your core KPI
• Advocate for customers internally, providing insights and feedback to drive product improvements
• Develop and deliver training sessions, webinars, and other educational resources to help customers leverage our platform effectively
• Comfortably handle and resolve technical API customer inquiries, working closely with the technical team to provide timely and effective solutions, ensuring a seamless customer experience
• Create and maintain customer success documentation and resources
• Mapping customer success journeys to spot and remove friction

What we are looking for (qualifications and skills):

• Minimum 5 years of experience in a customer success role in a SaaS environment
• Degree in Business, Marketing, Communications, or a related field
• Excellent communication and interpersonal skills
• Strong technical aptitude in understanding and addressing API-related queries. Experience in collaborating with technical teams to resolve complex customer issues
• Ability to build rapport, trust, and an emotional connect with customers
• Strong problem-solving skills and the ability to think strategically
• Self-motivated, proactive, and able to work independently in a remote setting
• A strong understanding of video editing and content creation tools will be a big plus
• Willingness to work during EST business hours to provide timely support and engagement with customers.

Pictory offers

Competitive salary and benefits package

• Opportunity to work with a talented and passionate team
• Flexible remote work environment
• Professional development and growth opportunities
• A chance to make a significant impact in a rapidly growing company

Pictory is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Pictory are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

If you're interested in this role, the next step is to email [email protected]