Offer summary

Qualifications:

5–7 years of experience in customer success, account management, or related roles., Experience managing strategic or enterprise B2B SaaS accounts., Ability to engage confidently with technical stakeholders, preferably in media technology or video workflows., Strong commercial instincts with a proven record of renewals and account growth..

Key responsibilities:

Manage a portfolio of strategic customers for Backlight's products.

Build and maintain relationships with key stakeholders across technical and business teams.

Oversee the full post-sale lifecycle including onboarding, adoption, renewals, and expansion.

Identify upsell opportunities and collaborate with sales to pursue them.

Job description

About Backlight
At Backlight, our vision is to dramatically improve every stage of the video and entertainment content lifecycle—from creation to monetization. Our global suite of media technology products includes Iconik, Wildmoka, Zype, Ftrack, and Cinesync. We’re building a high-performing team grounded in trust, inclusivity, curiosity, and customer impact.

About the Role
Backlight is hiring a Strategic Customer Success Manager to support and grow a portfolio of high-value customers across the Iconik and Wildmoka product lines. This role is ideal for someone who thrives at the intersection of customer success and commercial growth—someone who can build deep relationships, speak confidently with technical stakeholders, and identify expansion opportunities that deliver long-term value.This is a hybrid role—approximately 60% commercial and 40% technical—which requires the ability to drive account strategy while navigating complex media workflows.

What You’ll Do

Manage a portfolio of strategic customers across Backlight’s Iconik and Wildmoka products
Build lasting relationships with key stakeholders, from technical teams to business leads
Own the full post-sale lifecycle: onboarding, adoption, renewals, and expansion
Proactively monitor account health and mitigate risks before they impact retention
Identify and pursue volume-based upsell opportunities in partnership with sales
Align Backlight solutions with customer goals, delivering measurable ROI over time
Act as the voice of the customer—surfacing insights to Product, Engineering, and GTM teams
Collaborate with Sales Engineers to support deeper technical conversations when needed
Partner with cross-functional teams to build high-impact customer experiences and workflows

Who You Are

5–7 years in customer success, account management, or related client-facing roles
Experience managing strategic or enterprise accounts in a B2B SaaS environment
Confident engaging with technical stakeholders; ideally experienced in media tech or video workflows
Strong commercial instincts with a proven track record of renewals and account growth
Collaborative, curious, and comfortable operating across functions and time zones
Organized, proactive, and driven to deliver exceptional customer outcomes
Experience with tools like Salesforce, Gainsight, or similar CS platforms is a plus

Required profile