Cleeng is the Subscriber Retention Management Company. We help our clients create a long-life relationship with their subscribers by providing predictive analytics. Our solutions are used by market-leading brands like Sinclair Broadcast Group, CBC, Broadway HD, Korean Content Platform, McFit, and many others. Cleeng’s fully SaaS solution is built for scalability, flexibility, robustness and innovation.

Each month, nearly 2 million viewers from more than 100 countries in the world access a video platform secured by Cleeng. We work with sports federations, TV networks, broadcasters, and media companies to deliver an efficient, tailored, premium video experience. With our e-commerce heritage, market-leading video subscriber retention solutions and a highly motivated team of +70 people in Amsterdam (HQ), NYC, Poznan and Manila, Cleeng is a highly respected company in the industry.

Working at Cleeng is rewarding, fun, and challenging. We thrive on innovation. If you want to join a fast growing business and make a real contribution, come join our team and help shape the future of video consumption.

Position Overview

The VP Customer Success will be the figurehead of our customer-facing activities worldwide, from Broadcaster Service Support (BSS) for about 200 clients as well as for the fast growing Customer Service Support (CSS) servicing about 1 million end-customers using our Hi5 product. You will lead a team of ±20 people located in different parts of the world, and drive tools & processes innovation so that we can continue to be at the forefront of service quality & efficiency. This role includes responsibilities for Customer Success activities such as client on-boarding & services adoption, client satisfaction, support, advocacy and outcomes (high NPS, CSAT, BSAT and low contact rate etc. You will lead a large and diverse team, keeping them challenged, motivated and passionate about serving Cleeng’s clients.

• Manage Customer Success Activities from top clients onboarding and training, customer support (BSS and CSS) to achieve high NPS .
• Lead world-class Customer Success activities for our Hi5 Product: attract and develop experienced leaders, identify new relevant technology, iron out support processes so to bring an innovative service to market
• Act as the main point of contact for between clients, partners, tech and retention teams, and coordinate escalation/reporting/communication toward them
• Drive Customer Success outcome: influence future lifetime value through best product adoption, automation, customer satisfaction, health scores and drive Cleeng business growth through clients testimonials
• Be accountable for key SaaS metrics: improve operational metrics, enhance tracking system, create cadence for review and report metrics to executive management.
• Enhance effectiveness and efficiency through technology: Zendesk, BPO, Traduction companies, chatbot suppliers.
• Create an inspiring company-wide culture of Customer Success: aligning with product (features feedback loop) marketing (reviews) finance (forecasting), tech (bug fixing) sales (QBRs) and top management (KPIs)

• Customer orientation: You implement solutions that improve work with clients & partners throughout the entire organization. You have a proven track record in successfully managing client facing organizations, preferably for the Media & Entertainment industry.
• Evidence of your ability to build and maintain long-lasting customer relationships that will shape growth opportunities for Cleeng.
• Strong leadership skills, able to inspire and motivate while managing clients and partners stakeholders.
• Ideally combined background of post sales and customer support with an analytical and process oriented mindset and a deep understanding of value drivers in recurring revenue business models and SaaS.
• Driven and self motivated, hard worker and ambitious, you get a buzz out of exceeding targets and achieving your goals.
  

Preferred Work experience & Education

• +8 years of similar experience, preferably in a SaaS or Media & Entertainment industry
• BBA or MBA.
• Knowledge of, or experience in, digital media, broadcasting, sports, or similar industries is a plus.
• Experience working in multicultural, international organizations with rapidly evolving products and business models.

• An international team of well-rounded experts who value diversity, hard work, and friendly relationships
• A market leading product that was tailored to Media and Sports companies
• Work hard, play hard. For sure, not a boring place and we want to keep it that way
• A good place to work from, state of the art equipment, flexible working habits
• Competitive compensation plan