Customer Success Manager, EMEA

Reports to: VP Commercial
Department: Commercial (EMEA)
Location: London, (Hybrid, 2 days in the office)

As a Customer Success Manager (CSM) for EMEA, your mission is to ensure our partners derive maximum value from the Grabyo platform while achieving their strategic business objectives. You will own the day-to-day relationship for a portfolio of major clients and premium global brands, acting as their trusted advisor, account manager and internal advocate.

This is a high-impact, customer-facing role requiring a blend of commercial acumen, technical curiosity, and an "editorial" understanding of live production. You will manage the entire post-sales lifecycle, from seamless onboarding and deep-dive training to driving adoption and securing long-term renewals. 

We are looking for a professional who can hit the ground running, understand the complexities of professional production workflows, and manage high-stakes relationships with sophistication and technical credibility.

Key Responsibilities

• Strategic Account Management

  • Own the day-to-day relationship for a portfolio of key accounts, ensuring deep alignment with their business goals.

  • Manage complex relationships within "blue-chip" organisations, navigating multiple stakeholders from digital editors to executive leadership.

  • Drive Grabyo’s customer satisfaction, ensuring key performance indicators (KPIs) and health scores are consistently met.

• Onboarding & Technical Adoption

  • Lead the onboarding process for new customers, providing tailored training sessions that reflect their specific production workflows.

  • Partner with the regional commercial team on product demonstrations to ensure a seamless transition from prospect to partner.

  • Maintain an expert-level understanding of the Grabyo platform to assist clients with technical queries and workflow optimizations.

• Growth & Retention

  • Identify relevant new client projects and expansion opportunities within existing accounts to contribute to Grabyo’s continual growth.

  • Lead the contract renewal process, proactively identifying and mitigating churn risks.

  • Act as the primary contact and escalation point, fostering a strong working relationship between clients and our global support teams.

• Product & Market Advocacy

  • Listen to and translate customer requirements for the Product Management team to help prioritize the Grabyo roadmap.

  • Work with Marketing to develop compelling client case studies and press materials that highlight partner success.

  • Keep up to date with industry standards in broadcast media, digital content, and cloud-native technology.

Skills and Experience

• Professional Experience: Minimum of 3–5 years in a Customer Success, Account Management, or Project Management role, with a proven track record of managing major "blue-chip" clients or global brands.

• Industry Knowledge: A strong understanding of broadcast or digital video production is highly preferred; you should be comfortable discussing live feeds, social distribution, and OTT workflows.

• Communication Excellence: Exceptional presentation and verbal communication skills, with the ability to lead meetings with senior stakeholders at premium media organizations.

• Technical Aptitude: Fast learner with a proactive approach to adopting emerging technologies; while you don't need to be an engineer, you must be technically credible in front of production teams.

• Problem-Solving Mindset: Structured, methodical, and detail-oriented, with the ability to work autonomously in a high-energy startup culture.

• Team Player: Ability to work collaboratively with Sales, Product, and Engineering teams to meet client expectations.

• Education: Bachelor’s degree or equivalent professional experience.

• Languages: Fluency in English is required. Fluency in additional languages, specifically French, Spanish, Italian, or German, is a significant advantage.

• Join a fast-growing company at the forefront of the video technology industry

• A strong culture that values autonomy, continuous learning, and professional development.

• Work alongside a talented, collaborative, and creative team

• Competitive salary, benefits, and opportunities for growth and development

At Grabyo, we are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.