About Us

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

Position Overview

Our Customer Success Managers (CSM) put our customers first! CSMs are tasked with ensuring customers achieve their goals through the use of our digital products. They guide customers through product sales, solution design, on-boarding and support lifecycle. CSMs maintain grace under pressure and leverage their relationship management skills and product knowledge to drive digital product adoption and engagement.

This critical function is responsible for launching new productions by engaging executive teams in the launch, driving ongoing adoption, and managing retention. CSMs work with C&C organizations as an advocate and voice of the customer.

This position is expected to manage clients which may include independent productions, enterprise clients, features, and others. The CSM must understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers, and providing input for key decisions.

Who are we looking for?

• Passionate about helping others learn technology: You feel most invigorated in your job when you are helping others to learn new, better ways to do their jobs. You are an advocate for using technology to transform and streamline workflows. You thrive off personal connections with different user types of technology.
• Passionate about Entertainment: You are excited for all things Entertainment and passionate about the behind-the-scenes activities that help run the Entertainment business.
• Self-Starter and Organized: You are proactive and able to quickly identify how to identify product training needs.
• A team player: our Customer Success team collaborates across Product, Product Marketing, Sales, Implementation, Support & Operations teams. You can work with a range of disciplines to execute on your work and easily navigate various personalities with ability to quickly de-escalate client concerns and challenges.
• Education focused: This role involves a blend of educational expertise, entertainment studio expertise (inclusive of creative, production, HR, finance, and more), and cloud-based software expertise with the goal of pioneering the advancement of technology and digital product adoption in the entertainment industry.
• Valued Partner: Successful ownership of this role requires our CSMs to function beyond an educator; they are also strategic go-to-market partners, as well as trusted advocates for the end users in communicating back to Product owners. It requires proactivity, ingenuity, and meaningful internal and external communication.

Core Responsibilities

• Build strong trust-based relationships within complex customer organization (within the entertainment industry).
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
• Enable successful roll-out of Products to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, presentations, demos and attending launches virtually or in person.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Ask the right questions to bridge the gap between customer expectations and actual customer experiences.
• Problem solving technical issues, while collaborating with appropriate teams to resolve client challenges.
• Adaptability to multi-task across multiple work streams and projects to ensure customers’ needs and issues are resolved.
• Strategic and critical thinking to problem solve complex issues to accomplish company and client goals. While achieving assigned strategic account objectives.
• Build relationships internally to advocate for customers and ensure the resources they need to be successful throughout their Cast & Crew experience are engaged.
• Be the “Voice of the Customer” and advocate for customers with internal departments to ensure customer-focused decisions are made.
• Track, report and communicate product adoption, customer health and engagement metrics for assigned customers.
• Travel to client locations for meetings and presentations.
• Other duties as assigned.

Key Qualifications

• Bachelor’s degree or equivalent work experience.
• 5+ years of experience in a dynamic customer-focused role, ideally within the Entertainment industry.
• Proven relationship building skills within complex organizations.
• Outstanding organizational and project management skills.
• Ability to empathize with customers and prioritize their needs vs. wants.
• Adept at learning new technologies and products quickly.
• Ability to prioritize effectively among competing tasks.
• Ability to travel to client sites for meetings and presentations required.
• Demonstrate ownership to resolve challenging customer issues.

Preferred Qualifications

• Media/entertainment industry experience (on-set or at a studio) in the areas of production HR, finance, creative and/or marketing and/or B2B SaaS/software experience is a strong plus.
• Previous experience as a Customer Success Manager with entertainment technology.

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.
• May require occasional travel.

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.

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.

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/

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: $90,000.00 - $115,000.00 per year.