Technical Customer Success Manager, Mux
£80-95k
+ equity
Online video infrastructure
Open for applications
Online video infrastructure
101-200 employees
Open for applications
£80-95k
+ equity
101-200 employees
Company mission
To democratize video by solving the hard problems developers face when building video.
Role
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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Mux is a performance analytics service for video developers and media publishers that has a goal to improve the quality of experience for online video viewers.
It provides online video publishers with the data needed for tackling common issues in order to build better video experiences, visualized in a powerful analytics dashboard backed by machine learning.
Companies like The New York Times, IGN and PBS, which collectively publish more than 100 videos a day, use Mux to measure baselines and video player performance in real-time.
With video streaming seeing steady growth in recent times, Mux Video’s revenues have been growing at a pace of 8x, making it one of the fastest-growing enterprise SaaS companies on the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-37% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2021
$105m
SERIES D
Aug 2020
$37m
SERIES C
Total funding: $174m
Company benefits
- Flexible PTO - We encourage a healthy work-life balance
- Healthcare - Comprehensive medical, dental, vision, life, and disability insurance
- Commuter Benefits - We want to help take the stress out of your commute
- Professional Development Stipend - For your continuous learning and growth
- Catered meals - Plus snacks and (good) coffee
Company HQ
Financial District, San Francisco, CA
Leadership
Steve Heffernan
(Co-Founder)A video technology enthusiast with experience in developer product design, creator of other video products including Video.js and Zencoder.
Jon Dahl
(Co-Founder & CEO)Co-founder of Zencoder, acquired by Brightcove, where they served as VP of Technology, with experience in software development.
Adam Brown
(Co-Founder & CTO)Experienced software developer, serving as a senior software engineer at Brightcove before cofounding Mux in 2016.
Matthew McClure
(Co-Founder)The organizer of the Demuxed conference and the SF video technology meetup. Their background lies in software engineering.
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