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Technical Customer Success Manager

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Who We Are?

We are on a mission to unlock the information and build actionable insights within the world’s video and multimedia. Vidrovr is an innovative machine learning company that’s here to completely transform the ways businesses use, store, and share visual, audio and image data. We’re a diverse group of hackers, scientists, engineers, and business leaders who are committed to creating, perfecting, and sharing the machine learning and multimodal AI technologies that have the power to unlock a world of video data. The Vidrovr solution is leveraged by Fortune 100 companies to Government agencies and anywhere in between.

What Will You Accomplish?

As Customer Success Lead, you will guide customers through the sales process into the support phase. More than a customer support agent, you will form a direct relationship with customers and provide them with timely value propositions. This helps customers grow and achieve their goals while simultaneously strengthening their relationship with Vidrovr. In short, you will work to fix issues before they happen (versus a customer service rep who reacts as problems come up). You will proactively look out for our customers’ business, suggesting new and innovative ways to keep them succeeding with Vidrovr. It is important to note, our customers live in both the Public/Government and Private/Media and Enterprise environments.

As part of your responsibilities, you will also coordinate the Vidrovr executive team regarding happenings and additional requirements of this important role inside Vidrovr.

What We Need From You?

  • A customer-first mindset. Our customer success equals your success.
  • Customer success is all about proactive and effective communication with our customers and the team within Vidrovr.
  • Ability to navigate and project manage our unique Public sector customers through successful contracting requirements and resulting custom deployments of our products.
  • Understanding exactly how each customer uses our products from a technical perspective is very important for this role. You should know our products inside and out and be able to teach others how to use them. Understanding each customer workflows will aid them in best utilizing our products to their full potential.
  • An understanding of our industry, and the various sectors our products work is key to better understanding our customers’ needs and goals. Coming up with creative solutions to fit a customer’s unique situation will propel our customer relationship.
  • Speaking of relationships, critical here is impeccable relationship management. Customer success requires the ability to foster ongoing relationships with our customers.
  • There is no solution without identifying the problem. This role requires the highest level of proactive problem solving. Customers will look to you to remove roadblocks and come up solution both short and long term.
  • You will work closely with the Vidrovr executive team to ensure program requirements are sufficiently fulfilled.
  • This role will establish Customer Success function within our organization, so key will be experience in setting up proper customer relationship and support systems, knowledge base and overall processes.
  • As an early leader at the business, the Head of Customer Success will be tasked with helping to set the company culture and exhibit Vidrovr’s core value of: Mission Focused, Quantitatively Driven, Intellectual Curiosity, and Be A Good Person

What Will Make you Successful?

  • Journeyman understanding of Machine learning, AI, and computer vision.
  • Technical aptitude and a general interest in the technology industry
  • The ability to convey ideas in easily digestible ways.
  • Track record of successful CSM experience.
  • Received a B.S. or B.A. from a 4 year university.
  • Friendly, hard-working, collaborative, and able to multitask
  • Excellent communication skills, including active listening
  • Empathy, understanding our customers emotions
  • Time management expertise
  • Project management experience
  • Great writing skills, and a personal desire to read
  • A desire to and examples of teaching and mentoring
  • Persuasiveness – an ability to cross and upsell

What's In It For You?

  • Competitive salary (Salary + Commission)
  • Medical, dental, and health benefits
  • 401k savings plan
  • Unlimited PTO
  • Remote work
  • Office Equipment Reimbursement
  • Gym Membership

Join the Team

Tell us more about yourself, we're excited to meet you! 

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