Customer Success Manager

ABOUT AMAGI

Amagi is an Emmy-winning, AI-enabled cloud platform powering the modern video
economy. We help media companies unify streaming and broadcast workflows,
modernize operations, and maximize monetization—from live remote production and
real-time ad decisioning to automated playout and global content syndication.

Our Impact

Trusted by a majority of the world’s top 50 listed media companies, Amagi
delivers:

* 7,000+ channels across 300+ content distributors
* 500,000+ hours of content processed
* 26 billion+ monetized ad impressionsWe power marquee brands including CBS,
BBC, Warner Bros. Discovery, NBC, NBA, and DAZN—and the world’s biggest events:
The Olympics, Super Bowl, The Grammys, and the US Presidential Debate.

Headquartered in Bengaluru with 1,000+ team members across the Americas,
EMEA, and APAC, we’re redefining how media is created, distributed, and
monetized, intelligently and at global scale.

Job Profile

Amagi is seeking a proactive and customer-centric Customer Success Manager to
manage and grow strategic customer relationships across the LATAM region. This
role is responsible for driving customer satisfaction, platform adoption,
retention, and long-term customer value realization across Amagi’s media
technology and streaming platform solutions.

The ideal candidate combines strong customer relationship management skills
with operational discipline, commercial awareness, and the ability to work
cross-functionally in a fast-paced, global technology environment. This role
will serve as a trusted advisor to customers while partnering internally across
Product, Engineering, Delivery, Support, and Sales teams to ensure successful
customer outcomes.

Spanish language proficiency is required for this role to support customer
engagement and relationship management across the LATAM region.

The Opportunity

You will own post-sales customer engagement for strategic LATAM accounts and
play a critical role in driving retention, adoption, customer health, and
expansion opportunities. You will work closely with customers to ensure they
are successfully leveraging Amagi’s platform capabilities while acting as the
voice of the customer internally.

This role requires someone who can move beyond reactive support and drive
proactive customer value management through executive engagement, operational
governance, business reviews, and strategic account planning.

Who Thrives in This Role

You are energized by building strong customer relationships and helping
customers achieve measurable business outcomes. You are comfortable operating
in complex customer environments, managing escalations, coordinating across
internal teams, and driving accountability through clear communication and
follow-through.

You understand how Customer Success drives long-term customer retention and
expansion. You can identify risks early, influence stakeholders effectively,
and help customers improve operational maturity and platform adoption.

You thrive in cross-functional environments and can balance customer advocacy
with business priorities while maintaining a strong focus on execution and
customer experience.

Key Responsibilities

Customer Relationship & Account Ownership

* Act as the primary customer relationship owner for broadcast, streaming,
FAST, OTT, and media customers across the LATAM region.
* Build trusted relationships with customer stakeholders including
operations, broadcast engineering, digital streaming, content distribution, ad
operations, and executive leadership teams.
* Drive customer satisfaction, retention, operational stability, and overall
account health.
* Maintain regular engagement cadence with customers including operational
syncs, service reviews, launch planning discussions, and executive checkpoints.
* Serve as the strategic customer advocate for ongoing platform operations,
channel launches, live events, and platform expansion initiatives.Product
Adoption & Customer Value Realization

* Drive adoption of Amagi platform capabilities including playout, FAST
channel operations, cloud broadcast workflows, dynamic ad insertion, content
scheduling, SCTE workflows, and monitoring capabilities.
* Ensure customers are utilizing the platform effectively and realizing
operational, monetization, and scalability benefits.
* Monitor adoption metrics, stream health, platform utilization, workflow
efficiency, SLA adherence, and operational trends.
* Identify opportunities to optimize customer workflows related to channel
operations, content delivery, monetization, disaster recovery, and operational
automation.
* Partner with customers to improve operational maturity and transition from
legacy broadcast infrastructure to cloud-based workflows.Renewals, Expansion &
Commercial Alignment

* Support renewal planning and long-term retention strategy for strategic
media accounts.
* Identify upsell, cross-sell, and expansion opportunities across playout,
FAST channels, monetization, cloud migration, live event workflows, and
international distribution.
* Partner with Sales on customer growth opportunities, platform expansion
discussions, and commercial alignment.
* Track renewal risks, platform adoption gaps, operational concerns, and
customer sentiment proactively.
* Help customers align future business objectives with Amagi’s evolving
platform capabilities and roadmap.Churn Prevention & Risk Management

* Monitor account health and identify operational, technical, or relationship
risks early.
* Drive mitigation plans for at-risk customers, including coordination during
service disruptions, launch delays, streaming issues, or platform escalations.
* Coordinate internally across Product, Engineering, Delivery, NOC, and
Support teams during escalations and critical customer issues.
* Ensure customer concerns related to uptime, content delivery, ad signaling,
playback quality, and operational workflows are surfaced and resolved promptly.
* Maintain visibility into platform incidents, recurring issues, and
customer-impacting operational risks.

Executive Reviews & Business Governance

* Run QBRs / MBRs / operational reviews with customers focused on business
outcomes, operational performance, service quality, adoption, and roadmap
alignment.
* Present platform performance metrics, stream quality trends, SLA adherence,
monetization insights, operational improvements, and customer success
milestones.
* Align customer business goals with platform capabilities, upcoming
releases, and future workflow enhancements.
* Create account plans and success plans for strategic media customers.
* Drive executive alignment during launches, migrations, major sporting
events, and high-visibility broadcast initiatives.Cross-Functional Coordination

* Partner with Product, Engineering, Support, Delivery, Operations, Ad
Operations, and Network Operations Center teams.
* Advocate for customer priorities internally and ensure visibility into
customer-impacting operational needs.
* Coordinate issue resolution and ensure timely follow-through across
technical and operational workstreams.
* Drive alignment during channel launches, platform migrations, live event
onboarding, workflow transitions, and strategic customer initiatives.
* Collaborate closely with internal teams to improve operational readiness,
service quality, and customer communication.Customer Education & Enablement

* Enable customers on new workflows, platform capabilities, operational best
practices, and feature releases.
* Promote training, recurring enablement sessions, certification programs,
and self-service capabilities.
* Help customers improve operational maturity across broadcast operations,
FAST workflows, ad monetization, and cloud-based channel management.
* Support onboarding and operational readiness for new teams, workflows, and
platform implementations.Metrics & Operational Governance

* Track NPS, product adoption, renewals, churn signals, stream performance,
SLA adherence, and account health.
* Maintain visibility into customer delivery milestones, launch timelines,
platform readiness, and operational dependencies.
* Ensure customer risks, blockers, escalations, and operational action items
are documented, tracked, and reviewed.
* Monitor recurring operational trends and provide customer insights back to
internal Product and Engineering teams.Skills and Expertise Required

* 10+ years of experience in Customer Success, Account Management, Technical
Account Management, or related customer-facing roles.
* Strong experience managing enterprise customer relationships in SaaS, media
technology, cloud, streaming, broadcast, or recurring-revenue environments.
* Proven ability to manage strategic accounts and drive customer adoption,
retention, and satisfaction.
* Strong executive communication and stakeholder management skills.
* Ability to manage customer escalations and coordinate effectively across
cross-functional teams.
* Strong operational and organizational skills with the ability to manage
multiple accounts and priorities simultaneously.
* Analytical mindset with the ability to interpret customer usage trends,
adoption metrics, and account health indicators.
* Customer-first and solutions-oriented approach.
* Fluency in English and Spanish language required.Preferred

* Experience supporting media, broadcast, streaming, FAST, OTT, ad-tech, or
cloud platform customers.
* Familiarity with customer health scoring, adoption metrics, renewal
planning, NPS scoring system, and customer success frameworks.
* Experience working with tools such as Salesforce, Power BI, Excel, Gong,
Claude/AI tools, Jira, or similar customer success and support platforms.
* Experience managing customers across the LATAM region.
* Portuguese language proficiency is a plus.
* Comfortable operating in a matrixed, global organization.

Compensation

Salary Range: Competitive and commensurate with experience and location.

Total Rewards & Benefits

* Competitive total compensation, including base salary and incentive
compensation
* Comprehensive health coverage including medical, dental, and vision plans
* Retirement savings program with a 401(k) employer match of up to 3%
* Paid Time Off (PTO) including four (2) weeks of vacation plus twelve (12)
paid company holidays
* Paid parental leave for both primary and secondary caregivers
* Flexible benefits and protection programs, including Flexible Spending
Accounts (FSA), life insurance, Accidental Death & Dismemberment (AD&D), and
short- and long-term disability coverage
* Employee wellbeing support, including access to an Employee Assistance
Program (EAP)
*

* Amagi is an EEO Employer. Qualified applicants will receive consideration
for employment without regard to race, color, religion, sex, national origin,
sexual orientation, gender identity, disability or protected veteran status.
Amagi will also consider for employment qualified applicants with criminal
histories in a manner consistent with EEOC guidelines and applicable local law.

Employment Type: eor-contract

Experience: 5-10 years