Customer Success Lead

Job summary

Build and run Videospan’s customer success function, including onboarding, health scoring, business reviews, renewals, expansion, and scalable self-service resources. Advise customers on video strategies, track outcomes, represent customer feedback internally, and collaborate with product, engineering, and marketing to improve products and develop case studies.

Job details

We are hiring our first Customer Success Lead to build the function that makes every Videospan customer successful. In this role, you will combine creativity, video expertise, and strategic thinking to design onboarding, adoption, and retention programs from the ground up. You will be the voice of the customer inside the company and the trusted partner our users rely on to get the most from video. What you'll do Design and run the customer success playbook: onboarding, health scoring, QBRs, renewals, and expansion. Serve as a strategic advisor to customers, helping them develop video strategies that drive real business outcomes. Build programs that scale, including self-service onboarding, video tutorials, webinars, and help content. Partner with product, engineering, and marketing to translate customer feedback into product improvements and case studies. Track customer outcomes and advocate for customer needs in a fast-moving startup environment. Create a culture of customer obsession across the company. Requirements 4+ years of experience in customer success, account management, or consulting for SaaS products. Experience building or scaling customer success programs from an early stage. Strong understanding of video content, video marketing, or video production workflows. Creative problem-solver who can design bespoke solutions for complex customer challenges. Excellent communication and relationship-building skills. Genuine passion for helping customers succeed and representing their voice internally.

What you’ll do

Build and run Videospan’s customer success function, including onboarding, health scoring, business reviews, renewals, expansion, and scalable self-service resources. Advise customers on video strategies, track outcomes, represent customer feedback internally, and collaborate with product, engineering, and marketing to improve products and develop case studies.

Requirements

Requires at least four years of experience in customer success, account management, or SaaS consulting, along with experience building or scaling early-stage customer success programs. Candidates should understand video content, marketing, or production workflows and bring creative problem-solving, strong communication, relationship-building skills, and a commitment to customer advocacy.

Listed skills

• Account Management · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success
• Account Management
• SaaS
• Customer Success Program Development
• Customer Onboarding
• Customer Adoption
• Customer Retention
• Health Scoring
• Quarterly Business Reviews
• Renewals
• Expansion
• Video Strategy
• Video Marketing
• Video Production Workflows
• Customer Advocacy
• Cross-Functional Collaboration

Job areas

• Customer Service & Support
• Management & Leadership
• Marketing
• Sales
• Creative & Media