Cast & Crew
Director, Customer Success ALES
Cast & Crew, Burbank, California, United States, 91520
At Cast & Crew, we've empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production's best ally every step of the way. #OneCastOneCrew
About Cast & Crew
We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. Our cloud-based solutions and industry expertise help streamline the entire production lifecycle and have revolutionized how content is made. We now have a global workforce across a host of storied brands, spanning all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.
Director, Customer Success ALES
Regular Full-Time
Position Overview
Cast & Crew is looking for a Director, Customer Success who is passionate about leading a high performing team and enhancing the customer experience! You will be responsible for building a growing Customer Success team in the dynamic and expanding Advertising and Live Entertainment market space. As an integral member of the Customer Success leadership team, this role will play a pivotal part in shaping strategic priorities to enhance processes, exerting significant influence on the successful launch of new products. You will actively engage internal teams in product launches, drive continuous adoption, and manage retention efforts. Your overarching responsibility is to guarantee that customers derive maximum value from Cast & Crew and our comprehensive suite of solutions.
Core Responsibilities
We are looking for an experienced Director, Customer Success professional to build, manage and scale a growing CSM team. This person is an adaptable leader, solution-oriented, proactive communicator leveraging their extensive knowledge in Customer Success strategies and delivering exceptional service.
Develop and execute a comprehensive customer success strategy that aligns with the company's goals and objectives.Hire, lead, mentor, and grow a team of customer success managers in the Advertising and Live Entertainment (commercials, music tours and live events, advertising) entertainment market while achieving high-performance standards and overall company vision and success.Build and maintain strong relationships with key clients, understanding their needs and challenges.Collaborate with Sales, Marketing, and Product teams to provide insights and feedback on customer needs and trends.Monitor customer satisfaction and gather feedback through surveys, calls, and other channels to continuously improve our services.Create and maintain customer success surveys, KPIs and dashboards to measure and report on performance.Develop, implement, and maintain customer onboarding and training playbooks to ensure customers fully utilize our products and services.Work closely with the product team to relay customer feedback and contribute to product enhancements.Lead system migration projects in conjunction with appropriate internal teams and clients.Anticipate and resolve potential customer issues and concerns proactively to ensure a positive customer experience. This involves effectively addressing and prioritizing escalations while demonstrating exceptional de-escalation skills.Stay up to date with industry trends and best practices to adapt and enhance customer success strategies.
Key Qualifications
Based in the United States, ideally in Southern CaliforniaBachelor's degree in business, marketing, or a related field (MBA a plus)At least 5+ years of experience in managing sales or customer success teams at SaaS or entertainment companies.2+ years of experience in a leadership or management role.Proven track record of building and maintaining customer relationships, leading teams, and achieving targets.Expertly navigates challenging personalities, building crucial stakeholder partnerships in parallel.Exceptional interpersonal skills with a focus on empathy and understanding customer perspectives.Possesses high EQ skills when working with clients and internal stakeholders.Analytical mindset with the ability to use data and critical thinking skills to drive decision-making.Utilizes strategic and critical thinking to address complex issues, posing relevant questions to bridge the gap between customer expectations and actual customer experience.Excellent problem-solving and conflict resolution skills with the ability to display resiliency in the face of challenging situations.Proven experience in building and leading customer success/account management teams in a high-growth environment.Familiarity with media and entertainment industry trends and technology.
Preferred Qualifications
Media/entertainment industry experience in the areas of commercials, music tours and live events, advertising space and/or B2B SaaS/software experience is a strong plus.High performance standards with ability to work successfully in "startup" environments.
Special Work Conditions
Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.
Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location.
The compensation range for this position is:
$160,000—$170,000 USD
Benefits
Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.
Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted.
CA residents: Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/
Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.#J-18808-Ljbffr
About Cast & Crew
We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. Our cloud-based solutions and industry expertise help streamline the entire production lifecycle and have revolutionized how content is made. We now have a global workforce across a host of storied brands, spanning all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.
Director, Customer Success ALES
Regular Full-Time
Position Overview
Cast & Crew is looking for a Director, Customer Success who is passionate about leading a high performing team and enhancing the customer experience! You will be responsible for building a growing Customer Success team in the dynamic and expanding Advertising and Live Entertainment market space. As an integral member of the Customer Success leadership team, this role will play a pivotal part in shaping strategic priorities to enhance processes, exerting significant influence on the successful launch of new products. You will actively engage internal teams in product launches, drive continuous adoption, and manage retention efforts. Your overarching responsibility is to guarantee that customers derive maximum value from Cast & Crew and our comprehensive suite of solutions.
Core Responsibilities
We are looking for an experienced Director, Customer Success professional to build, manage and scale a growing CSM team. This person is an adaptable leader, solution-oriented, proactive communicator leveraging their extensive knowledge in Customer Success strategies and delivering exceptional service.
Develop and execute a comprehensive customer success strategy that aligns with the company's goals and objectives.Hire, lead, mentor, and grow a team of customer success managers in the Advertising and Live Entertainment (commercials, music tours and live events, advertising) entertainment market while achieving high-performance standards and overall company vision and success.Build and maintain strong relationships with key clients, understanding their needs and challenges.Collaborate with Sales, Marketing, and Product teams to provide insights and feedback on customer needs and trends.Monitor customer satisfaction and gather feedback through surveys, calls, and other channels to continuously improve our services.Create and maintain customer success surveys, KPIs and dashboards to measure and report on performance.Develop, implement, and maintain customer onboarding and training playbooks to ensure customers fully utilize our products and services.Work closely with the product team to relay customer feedback and contribute to product enhancements.Lead system migration projects in conjunction with appropriate internal teams and clients.Anticipate and resolve potential customer issues and concerns proactively to ensure a positive customer experience. This involves effectively addressing and prioritizing escalations while demonstrating exceptional de-escalation skills.Stay up to date with industry trends and best practices to adapt and enhance customer success strategies.
Key Qualifications
Based in the United States, ideally in Southern CaliforniaBachelor's degree in business, marketing, or a related field (MBA a plus)At least 5+ years of experience in managing sales or customer success teams at SaaS or entertainment companies.2+ years of experience in a leadership or management role.Proven track record of building and maintaining customer relationships, leading teams, and achieving targets.Expertly navigates challenging personalities, building crucial stakeholder partnerships in parallel.Exceptional interpersonal skills with a focus on empathy and understanding customer perspectives.Possesses high EQ skills when working with clients and internal stakeholders.Analytical mindset with the ability to use data and critical thinking skills to drive decision-making.Utilizes strategic and critical thinking to address complex issues, posing relevant questions to bridge the gap between customer expectations and actual customer experience.Excellent problem-solving and conflict resolution skills with the ability to display resiliency in the face of challenging situations.Proven experience in building and leading customer success/account management teams in a high-growth environment.Familiarity with media and entertainment industry trends and technology.
Preferred Qualifications
Media/entertainment industry experience in the areas of commercials, music tours and live events, advertising space and/or B2B SaaS/software experience is a strong plus.High performance standards with ability to work successfully in "startup" environments.
Special Work Conditions
Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.
Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location.
The compensation range for this position is:
$160,000—$170,000 USD
Benefits
Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.
Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted.
CA residents: Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/
Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.#J-18808-Ljbffr