Customer Success Manager

ABOUT AMAGIAmagi is an Emmy-winning, AI-enabled cloud platform powering the modern video economy. We help media companies unify streaming and broadcast workflows, modernize operations, and maximize monetization—from live remote production and real-time ad decisioning to automated playout and global content syndication.Our ImpactTrusted by a majority of the world’s top 50 listed media companies, Amagi delivers:7,000+ channels across 300+ content distributors500,000+ hours of content processed26 billion+ monetized ad impressionsWe power marquee brands including CBS, BBC, Warner Bros. Discovery, NBC, NBA, and DAZN—and the world’s biggest events: The Olympics, Super Bowl, The Grammys, and the US Presidential Debate.Headquartered in Bengaluru with 1,000+ team members across the Americas, EMEA, and APAC, we’re redefining how media is created, distributed, and monetized, intelligently and at global scale.Job ProfileAmagi is seeking a proactive and customer-centric Customer Success Manager to manage and grow strategic customer relationships across the LATAM region. This role is responsible for driving customer satisfaction, platform adoption, retention, and long-term customer value realization across Amagi’s media technology and streaming platform solutions.The ideal candidate combines strong customer relationship management skills with operational discipline, commercial awareness, and the ability to work cross-functionally in a fast-paced, global technology environment. This role will serve as a trusted advisor to customers while partnering internally across Product, Engineering, Delivery, Support, and Sales teams to ensure successful customer outcomes.Spanish language proficiency is required for this role to support customer engagement and relationship management across the LATAM region. The OpportunityYou will own post-sales customer engagement for strategic LATAM accounts and play a critical role in driving retention, adoption, customer health, and expansion opportunities. You will work closely with customers to ensure they are successfully leveraging Amagi’s platform capabilities while acting as the voice of the customer internally.This role requires someone who can move beyond reactive support and drive proactive customer value management through executive engagement, operational governance, business reviews, and strategic account planning.Who Thrives in This RoleYou are energized by building strong customer relationships and helping customers achieve measurable business outcomes. You are comfortable operating in complex customer environments, managing escalations, coordinating across internal teams, and driving accountability through clear communication and follow-through.You understand how Customer Success drives long-term customer retention and expansion. You can identify risks early, influence stakeholders effectively, and help customers improve operational maturity and platform adoption.You thrive in cross-functional environments and can balance customer advocacy with business priorities while maintaining a strong focus on execution and customer experience.Key ResponsibilitiesCustomer Relationship & Account OwnershipAct as the primary customer relationship owner for broadcast, streaming, FAST, OTT, and media customers across the LATAM region.Build trusted relationships with customer stakeholders including operations, broadcast engineering, digital streaming, content distribution, ad operations, and executive leadership teams.Drive customer satisfaction, retention, operational stability, and overall account health.Maintain regular engagement cadence with customers including operational syncs, service reviews, launch planning discussions, and executive checkpoints.Serve as the strategic customer advocate for ongoing platform operations, channel launches, live events, and platform expansion initiatives.Product Adoption & Customer Value RealizationDrive adoption of Amagi platform capabilities including playout, FAST channel operations, cloud broadcast workflows, dynamic ad insertion, content scheduling, SCTE workflows, and monitoring capabilities.Ensure customers are utilizing the platform effectively and realizing operational, monetization, and scalability benefits.Monitor adoption metrics, stream health, platform utilization, workflow efficiency, SLA adherence, and operational trends.Identify opportunities to optimize customer workflows related to channel operations, content delivery, monetization, disaster recovery, and operational automation.Partner with customers to improve operational maturity and transition from legacy broadcast infrastructure to cloud-based workflows.Renewals, Expansion & Commercial AlignmentSupport renewal planning and long-term retention strategy for strategic media accounts.Identify upsell, cross-sell, and expansion opportunities across playout, FAST channels, monetization, cloud migration, live event workflows, and international distribution.Partner with Sales on customer growth opportunities, platform expansion discussions, and commercial alignment.Track renewal risks, platform adoption gaps, operational concerns, and customer sentiment proactively.Help customers align future business objectives with Amagi’s evolving platform capabilities and roadmap.Churn Prevention & Risk ManagementMonitor account health and identify operational, technical, or relationship risks early.Drive mitigation plans for at-risk customers, including coordination during service disruptions, launch delays, streaming issues, or platform escalations.Coordinate internally across Product, Engineering, Delivery, NOC, and Support teams during escalations and critical customer issues.Ensure customer concerns related to uptime, content delivery, ad signaling, playback quality, and operational workflows are surfaced and resolved promptly.Maintain visibility into platform incidents, recurring issues, and customer-impacting operational risks.Executive Reviews & Business GovernanceRun QBRs / MBRs / operational reviews with customers focused on business outcomes, operational performance, service quality, adoption, and roadmap alignment.Present platform performance metrics, stream quality trends, SLA adherence, monetization insights, operational improvements, and customer success milestones.Align customer business goals with platform capabilities, upcoming releases, and future workflow enhancements.Create account plans and success plans for strategic media customers.Drive executive alignment during launches, migrations, major sporting events, and high-visibility broadcast initiatives.Cross-Functional CoordinationPartner with Product, Engineering, Support, Delivery, Operations, Ad Operations, and Network Operations Center teams.Advocate for customer priorities internally and ensure visibility into customer-impacting operational needs.Coordinate issue resolution and ensure timely follow-through across technical and operational workstreams.Drive alignment during channel launches, platform migrations, live event onboarding, workflow transitions, and strategic customer initiatives.Collaborate closely with internal teams to improve operational readiness, service quality, and customer communication.Customer Education & EnablementEnable customers on new workflows, platform capabilities, operational best practices, and feature releases.Promote training, recurring enablement sessions, certification programs, and self-service capabilities.Help customers improve operational maturity across broadcast operations, FAST workflows, ad monetization, and cloud-based channel management.Support onboarding and operational readiness for new teams, workflows, and platform implementations.Metrics & Operational GovernanceTrack NPS, product adoption, renewals, churn signals, stream performance, SLA adherence, and account health.Maintain visibility into customer delivery milestones, launch timelines, platform readiness, and operational dependencies.Ensure customer risks, blockers, escalations, and operational action items are documented, tracked, and reviewed.Monitor recurring operational trends and provide customer insights back to internal Product and Engineering teams.Skills and Expertise Required10+ years of experience in Customer Success, Account Management, Technical Account Management, or related customer-facing roles.Strong experience managing enterprise customer relationships in SaaS, media technology, cloud, streaming, broadcast, or recurring-revenue environments.Proven ability to manage strategic accounts and drive customer adoption, retention, and satisfaction.Strong executive communication and stakeholder management skills.Ability to manage customer escalations and coordinate effectively across cross-functional teams.Strong operational and organizational skills with the ability to manage multiple accounts and priorities simultaneously.Analytical mindset with the ability to interpret customer usage trends, adoption metrics, and account health indicators.Customer-first and solutions-oriented approach.Fluency in English and Spanish language required.PreferredExperience supporting media, broadcast, streaming, FAST, OTT, ad-tech, or cloud platform customers.Familiarity with customer health scoring, adoption metrics, renewal planning, NPS scoring system, and customer success frameworks.Experience working with tools such as Salesforce, Power BI, Excel, Gong, Claude/AI tools, Jira, or similar customer success and support platforms.Experience managing customers across the LATAM region.Portuguese language proficiency is a plus.Comfortable operating in a matrixed, global organization.