• 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.

Role Description We are looking for a Customer Success Manager to join our sales team and work with a major telco client of Jolera. What You Will Do - Attend and or manage quarterly customer temperature calls - Take on primary responsibility for smaller customers as determined by your manager - Keep clients informed on new marketing initiatives - Manage customer escalations and follow up – escalate internally where necessary and ensure issues are handled and client is happy - Represent the Rev team on Onboarding kickoff calls when others cannot attend, apprise team of what is happening/issues - Monthly billing coordination (assist Jolera finance and clients billing coordinator) - Change Request’s and Delivery Acceptance Form’s – create these and follow up - Look to continuously improve current processes - From time to time, assist the clients VP channel and the clients assigned SA as needed - Manage CRM entries as needed - Update client Pipeline on a regular basis – converse with internal team and client account managers to get current updates - Roll performance: Expected to proactively use self-learning and internal connections to continuously acquire IT specific knowledge and learn industry nuances Qualifications - 2+ years of work experience in client-facing roles in either sales or IT operations with a major telco in Canada - Confident knowledge of technology services sales and general negotiating principles - Understands IT broadly enough to have an insightful conversation and earn a position as a trusted advisor - Excellent communication and presentation skills - High-touch customer skills related to urgency and managing/exceeding expectations - Dynamic enough to build relationships and communicate effectively with senior and mid-level managers - Strong organization and time-management skills - Knows when to say “no” or “help” - Is sufficiently resourceful and able to track multiple moving targets with shifting priorities Requirements - Professional experience with a major telco company in Canada - Academic background in business administration, sales, or marketing - Outsourced IT Sales or Account management experience - Familiarity with IT operations in an MSP or larger IT department Benefits - Competitive compensation package - Competitive benefits package - Company Perks, Good Life gym, and various brand discounts - Company events, recognitions, and celebrations - Career development and growth opportunities