Role Description AppraisalPRO’s Client Success Managers (CSM) own the relationship with each customer from on-boarding and on-going support to account expansion. The CSMs are ultimately responsible for making sure the clients in their portfolio are constantly finding value in the AppraisalPRO system. - Onboard dealership customers to AppraisalPRO and conduct initial training - Quickly and effectively aid customers in resolving technical issues and coordinate with internal engineering teams to resolve any issues - Proactively provide support by actively monitoring product usage to identify red flags - Influence and build rapport with key decision-makers in order to become their trusted advisor - Secure referrals to other potential dealership customers from existing customers - Present recommendations on platform and user experience improvements to our Product and Engineering team Qualifications - The ability to quickly build relationships and trust - Excellent interpersonal skills - Strong communicator who can present and write well, extremely responsive - Ability to multitask and prioritize - Passion for providing top-notch customer service Requirements - Experience in the Franchise Dealership industry Benefits - Health Care Plan (Medical, Dental & Vision) for you and your family - 401k - 5% match - Paid Time Off (Vacation, Sick & Public Holidays) - Training & Development - Free Food & Snacks

• Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment. • Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment. • Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals. • Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices • Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies • Contribute to the continued development and improvement of the Triple Whale Customer experience

• Own the day-to-day operations of Flamingo's nationwide marketplace • Ensure customer requests are fulfilled • Ensure providers respond quickly to requests • Ensure bookings are completed successfully • Ensure marketplace activity continues to grow • Monitor all incoming marketplace requests and ensure provider responses happen within defined SLAs • Manually reach out to providers when requests have not received responses within the required timeframe • Contact providers through Phone calls, SMS, Email, and In-app messaging • Follow up until requests are accepted, declined, or resolved • Escalate high-priority or at-risk requests internally • Ensure no customer request goes unanswered • Solve day-to-day marketplace operational issues • Manage bookings that require hands-on operational coordination • Help activate new marketplace customers and drive booking activity

Role Description We are looking for a competitive, revenue-driven Senior Customer Success Manager who lives and breathes post-production and thrives on closing deals. At EditShare, you aren't just a "relationship manager" or a support cushion—you are a commercial growth engine, a strategic partner, and a master of account expansion. This role is designed for a consultative seller who uses deep technical credibility to unlock massive upsell and cross-sell opportunities. You will own a book of business consisting of major streaming services, production companies, and enterprise marketing teams, with the explicit mandate to retain, upsell, and expand our footprint across all three platforms. You will own the entire customer commercial lifecycle. Because our products are deeply integrated into the creative process, you must speak "editor" fluently, while maintaining a razor-sharp, hunter mindset for revenue growth. Key Responsibilities - Bold Revenue Expansion: Own and exceed a net-retention and upsell quota. Proactively hunt for expansion, cross-sell, and upgrade opportunities within your book of business, turning standard renewals into major growth wins. - Commercial Negotiation & Full-Cycle Ownership: Lead commercial conversations, negotiate enterprise contract renewals, mitigate churn, and independently progress expansion deals through your pipeline from discovery to close. - High-Value Value Realization: Drive rapid onboarding and product adoption for enterprise creative teams. You understand that the faster a client sees value, the faster they are primed for an upsell. - Strategic Workflow Consultation: Act as the ultimate subject matter expert. Challenge clients on their current workflows and demonstrate how upgrading or expanding their EditShare suite will save them time and money. - Data-Driven Account Health: Actively monitor account health metrics, usage data, and user engagement to identify both churn risks to defend, and expansion signals to act on. Qualifications - 5+ Years of Commercial Experience: A proven track record in a quota-carrying CSM, Account Management, or Technical Sales role within SaaS, Video tech, or Media & Entertainment. - Demonstrated Upsell Achievement: Proven success managing, renewing, and expanding a book of business, with historical data of hitting or exceeding net revenue retention (NRR) targets. - Post-Production Domain Expertise: Deep technical understanding of video workflows, codecs, proxies, shared storage, and cloud-based collaboration tools. - Elite Presentation Skills: Masterful at running high-stakes platform demos, closing pitches, and executing Executive Business Reviews (EBRs) that tie product usage directly to business ROI. - Experience with Salesforce or similar CRM. - Ability to travel up to 15% of the time to industry events. Preferred Qualifications - Experience with Avid Media Composer, Adobe Premiere, Adobe AfterEffects, or DaVinci Resolve Studio. - Background working in post-production, media and entertainment, or advertising. - Advanced proficiency in Salesforce for pipeline management and forecasting. Benefits - This is a work from home position, but you must be within the Eastern time zone in the USA. - Occasional travel will be required for client visits and key industry events. - 100% company-paid employee health insurance (BCBS PPO), Delta Dental, VSP vision. - 85% dependent coverage for medical (dependent coverage for dental and vision is paid 100% by EditShare). - 100% company-paid short-term and long-term disability insurance. - Flexible Time Off. - 10 days of sick leave every year. - 13 paid holidays. - The opportunity to work with and learn from an amazing group of people.