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- Tasks: Manage key client relationships and ensure they maximise value from our platform.
- Company: Join Grabyo, a fast-growing leader in video technology.
- Benefits: Enjoy competitive salary, benefits, and opportunities for growth.
- Other info: Hybrid role with a vibrant culture that values diversity and learning.
- Why this job: Be part of an innovative team shaping the future of digital media.
- Qualifications: 3-5 years in Customer Success or Account Management with strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
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.
- 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.
Why Grabyo?
- 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.
Please note: this is a hybrid role and will require two days a week in our Central London Office.
Customer Success Manager, EMEA employer: Grabyo Limited
Contact Detail:
Grabyo Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager, EMEA
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. The more connections you make, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, highlight your experience with major clients and your understanding of production workflows. Make sure they know you can hit the ground running and manage those high-stakes relationships.
✨Tip Number 3
Prepare for interviews by researching the company and its products. Understand their platform inside out so you can discuss how you’d drive customer satisfaction and adoption. Tailor your answers to show you’re the perfect fit for their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining Grabyo and being part of our amazing team.
We think you need these skills to ace Customer Success Manager, EMEA
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with major clients and any relevant technical skills that align with the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves managing relationships with senior stakeholders, it's crucial to demonstrate your communication prowess. Use clear, concise language in your application and provide examples of how you've successfully led meetings or presentations in the past.
Highlight Your Technical Curiosity: We’re looking for someone who’s not just technically savvy but also eager to learn. Mention any experiences where you’ve had to quickly adapt to new technologies or workflows, especially in the broadcast or digital video production space.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at Grabyo!
How to prepare for a job interview at Grabyo Limited
✨Know Your Clients
Before the interview, research Grabyo's major clients and their industries. Understanding their business goals and how Grabyo's platform can help them will show that you're not just interested in the role, but also in the success of their partners.
✨Showcase Your Technical Curiosity
Be prepared to discuss your understanding of broadcast and digital video production. Highlight any relevant experience you have with live feeds or OTT workflows, as this will demonstrate your technical credibility and ability to engage with production teams.
✨Prepare for Stakeholder Management Scenarios
Think of examples from your past roles where you've successfully managed complex relationships with multiple stakeholders. Be ready to share how you navigated challenges and ensured client satisfaction, as this is crucial for a Customer Success Manager.
✨Ask Insightful Questions
Prepare thoughtful questions about Grabyo's approach to customer success and how they measure KPIs. This shows your genuine interest in the role and helps you understand how you can contribute to their growth and retention strategies.