Job Description

Uscreen is a growing, bootstrapped, product-led SaaS business changing the way video creators and entrepreneurs launch businesses around their content and communities. Our all-in-one membership platform empowers creators to generate revenue through subscriptions, communities, apps, and live-streaming where their fans need them most (web, mobile, and TV).

Over 25,000 video creators launched, manage, and grow their membership businesses with Uscreen, generating hundreds of millions of dollars in the process.

We are seeking a passionate Customer Success Manager (Canada or EST) to join our team. As a key player, you will be working closely with our content creators, guiding them on their path towards success.

What you’ll do:

• Take ownership of the client experience by partnering and actively collaborating with up to 200 new and existing creators to facilitate the growth of their online video monetization ventures
• Conduct negotiations to secure contract renewals, incorporating price adjustments that strike a balance between client satisfaction and company profitability
• Proactively assess customer usage data and behavioral patterns to identify potential churn risks, take preemptive actions to address and mitigate the underlying factors that contribute to customer churn
• Cultivate meaningful connections with both new and established creators, gaining insights into their challenges, and providing strategic guidance to help them attain their objectives, optimize return on investment using various mediums, including the facilitation of comprehensive QBRs
• Develop and execute strategies to upsell additional products or services to existing clients
• Utilize customer data and feedback to analyze trends and patterns, providing insights to both customers and internal teams, measure and report on customer success metrics, such as customer satisfaction, product adoption, and retention
• Deliver continuous training and support to our clients, aiming to optimize their utilization of our products or services, offer strategic insights into marketing and industry trends, highlight new features, and promote best practices on our platform
• Act as an escalation liaison between the customer, Technical Support, and Product Development to help resolve technical issues blocking product adoption
• Foster connections between customers and ecosystem partners, such as software providers, agencies, and production companies

Do you have what it takes?

• 3+ years of Customer Success and/or Account Management, preferably in SaaS.
• Enthusiasm for the SaaS, online video, and the influencer sectors.
• Growth mindset and a positive attitude.
• Excellent communication, interpersonal, and presentation skills.
• A forward-thinking problem solver with a knack for proactively finding solutions and expertise in leveraging data for informed decision-making.
• Proven track record of successfully negotiating contract renewals and driving revenue growth within existing accounts.
• Demonstrated ability to manage a large portfolio of accounts effectively.
• Experience in conducting Quarterly Business Reviews (QBRs) to assess client performance, address challenges, and identify growth opportunities.
• Ability to organize and prioritize time and tasks.
• Strong interpersonal skills enabling successful communication and negotiation with both internal and external stakeholders.
• Hold a degree from a four-year university or possesses equivalent professional experience.

Our commitment to you:

•  We know your worth and will compensate you competitively.
•  Our unlimited PTO policy encourages every team member to take the time they need to unwind and recharge.
•  Your growth is our growth! We’ll provide you with access to best-in-class training, workshops, and conferences to help you develop and succeed in your role.
•  It’s a marathon, not a sprint. We make sure you have a clear growth plan to help you get to the next level at Uscreen.
•  100% Remote – Work from wherever your heart desires, as long as you have access to stable internet and a conducive workspace.
•  We also offer flexible parental leave.
•  Your home office should be ergonomic and inspirational to help you make some magic ✨. We’ll give you a generous WFH stipend to help you set one up.
• And if WFH is not for you, we’re happy to pay for your coworking space.
•  We’re proud to offer personal development and mental wellness stipend.
•  ​​ We host virtual social events and company retreats filled with fun activities to ensure you feel part of the Uscreen family.