Technical Customer Success Manager

ABOUT MUX Mux is video for developers. Our mission is to democratize video by solving the hard problems developers face when building video: video encoding and streaming (Mux Video), video monitoring (Mux Data), and more. Video is a huge part of people’s lives, and we want to help make it better. We’re committed to building a healthy team that welcomes diverse backgrounds and experiences. We want people who care about our mission, are ready to grow, believe in our values (from Be Human to Turn Customers Into Fans), and want to improve the people around them. You’ll join a tight-knit team https://mux.com/team/ with experience at places like Google, YouTube, Twitch, Reddit, Zencoder, Fastly, and more. Our founders previously started (and sold) Zencoder, an early leader in cloud video technology, and authored Video.js, the biggest HTML5 video player on the web. We organize Demuxed https://demuxed.com/, the premier conference for video engineers in the world.  We’re backed by top investors like Coatue, Accel, Andreessen Horowitz, and Y Combinator. You’ll get to work with amazing companies: hundreds of startups, plus Strava, Patreon, Vimeo, Robinhood, PBS, and Equinox. Customers, large and small, love working with us and love our team. We are building something big together. We’d love to hear from you! ABOUT THE ROLE Serve as a strategic partner to Mux’s customer base. Your main goal is to successfully onboard customers, drive success, long-term retention, and revenue growth within our largest customer base. You will be successful in your role by providing proactive guidance for complex video workflows, by helping developers solve deep technical problems, by hosting deep technical discovery sessions to understand different use cases, and by managing support escalations. WHAT YOU'LL DO - Contribute to the account management team by owning and elevating the technical interactions needed to keep our customers happy. - Deeply understand each client’s architecture, workflow, and use case to recommend best practices to strengthen their implementation. - Anticipate customer challenges, escalate internally when needed, and coordinate with Product and Engineering for resolution. - Track support tickets, identify solutions, and suggest workarounds when appropriate. - Serve as the voice of the customer in internal discussions, influencing roadmap and prioritization. - Act as a strategic advisor for our clients by staying up to date with their company goals, product aspirations, feature releases, and more in order to stay ahead of their adoption of Mux. - Identify new teams, departments, and applications within existing accounts to introduce additional use cases for Mux. WHO YOU ARE - 5+ years of experience in a Technical Customer Success Manager or equivalent role at a SaaS technology company focused on increasing customer satisfaction, adoption, and retention - BA/BS degree in CS or Computer Engineering-related field or coding bootcamp - Strong technical knowledge in software, web/mobile and cloud technologies, hands-on coding experience is a plus - Excellent written / verbal communication skills and a personable presence - You embody the Mux value: Turn Customers into Fans, with a customer-first attitude and approach We have a supportive culture that cares about both excellent work and work-life balance. We have office spaces in Downtown San Francisco, New York City, and London U.S. BENEFITS - Flexible vacation + 11 company holidays - Weekly no-meeting days + quarterly focus weeks - Competitive health, dental, and vision insurance, including fertility - FSA and HSA available - Short-term and long-term disability insurance - Group life insurance - Travel accident insurance - 401(k) - Paid parental leave - Professional Development program - Lunch, internet, & ancillary equipment reimbursements UK BENEFITS - Competitive annual leave policy (25 days annual leave plus 8 public holidays) - Weekly no-meeting days + quarterly focus weeks - Private medical and dental insurance, and a vision stipend, including fertility - Short-term and long-term disability insurance - Group life assurance - Travel accident insurance - Matched Pension - Paid parental leave - Professional development program - Team social events - Lunch, cafe, & ancillary equipment reimbursements Mux is an Equal Opportunity employer committed to building a diverse company. We believe diversity makes us better, and we strive to be inclusive and equitable. That’s why we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.