Senior Customer Success Manager, Enterprise

Description

SundaySky is the leading enterprise video personalization platform for CX, Marketing, Sales, and more. The company's mission is Unlocking Video for Business: empowering teams to deploy data-rich video programs that drive valuable outcomes. Our customers have achieved breakthrough results from personalized video including:

•  Healthcare: Member health engagement — personalized video communications driving participation in wellness programs, preventive care, and chronic condition management. Outcomes: 271% increase in response rates, 800% increase in digital engagement, 2x improvement in customer health scores.
•   Financial Services: Financial literacy and vesting education — explaining vesting schedules, catch-up contributions, and investment basics. Outcomes: 3x plan enrollment rates vs. traditional communications, 2x deferral increases.
•    Banking: Digital banking adoption — video education driving enrollment in online banking, mobile app, eStatements, and bill pay. Outcomes: 12–15% increase in digital enrollment.

Results like these are made possible by close partnership between SundaySky's customers and our Customer Success team. In this role, you'll work with some of our largest enterprise customers in health plans, financial services and insurance. You'll help them launch successful programs that are attributable to clear and defensible business value. The ideal candidate has a SaaS Customer Success background with experience defining and executing on strategic plans and working with strategic enterprise customers to repeatedly deliver measurable value in a high touch motion.

Responsibilities

• Serve as a strategic consultant to enterprise customers, helping them design, deliver, and measure personalized video programs.
• Build relationships across every level of the account: day-to-day users, program owners, and executive sponsors in the business unit.
• Run the full lifecycle for new enterprise customers, from kickoff and onboarding through the first proof of value and on to renewal.
• Find and launch the next use case in each account by bringing in new teams and new customer journeys.
• Develop deep platform expertise and apply it to help each customer reach their goals.
• Build the value case for each renewal from achieved and measured business outcomes such as renewal rates, enrollment, and call deflection, rather than from platform usage statistics.
• Own renewals and add-ons for your book against a renewal quota. Keep your forecast current with confidence levels, start renewal planning 120 days out, and partner with Account Directors on larger expansion opportunities.
• Partner with the product team to share market feedback to aid the development and prioritization of the roadmap.

Requirements

• At least 5 years in customer success or account management, including 3 or more years managing enterprise accounts.
• You've led executive business reviews with VP and C-level sponsors, built mutual success plans with them, and walked them through outcome data.
• You prove value by measuring outcomes against a baseline or a comparison, not by reporting usage or adoption. You've designed A/B tests, holdout comparisons, or attribution methods that tie performance to business outcomes. We teach our specific approach in onboarding.
• You've carried an individual renewal quota as a number in your own comp plan, not a target shared across a team. Experience carrying an upsell or add-on quota is a plus.
• You've taken enterprise renewals through complex procurement, security reviews, and competitive RFPs.
• You've worked with enterprise customers in regulated industries such as health plans, retirement and wealth management, insurance, or banking, and you understand how legal and compliance review shape what ships and when.

Nice to have

Customer Success experience at a creative software company (video, design, media/ads). Our customers build their videos using our creative tools, and you'll train them on it and answer their how-to questions.

Familiarity with video distribution and measurement including embeds, viewership metrics, and video engagement optimization (or a willingness to learn).

Compensation: $100,000–$130,000 plus variable compensation.

SundaySky is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.