At a Glance
- Tasks: Manage key client relationships and ensure they maximise value from our video platform.
- Company: Join Grabyo, a leading cloud-native video platform transforming live production.
- Benefits: Enjoy competitive salary, benefits, and opportunities for growth in a dynamic environment.
- Other info: Hybrid role in London, fostering a culture of autonomy and continuous learning.
- Why this job: Be at the forefront of video technology and make a real impact with global brands.
- 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 optimisations.
- 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 prioritise 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 & 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 organisations.
- 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.
About Us: Grabyo is the leading cloud‑native video platform built for live, social and mobile. Our SaaS platform, powered by AWS infrastructure, removes the traditional complexities of professional video production and distribution. It empowers digital and broadcast teams to produce live broadcasts in the cloud, with integrated AI‑tools in addition to live clipping, publishing and monetisation for mobile, social and OTT. Grabyo is proud to work with over 100 premium sports, media and entertainment brands worldwide, including UFC, WWE, SailGP, The FA, Sky, Globo, F1, CNN, Real Madrid and FC Barcelona. With staff located in EMEA, the Americas and APAC, Grabyo is driving the future of cloud video production.
Customer Success Manager, EMEA employer: Grabyo
Grabyo is an exceptional employer that champions a culture of autonomy, continuous learning, and professional development, making it an ideal place for a Customer Success Manager to thrive. Located in the vibrant heart of London, employees benefit from a hybrid work model that promotes work-life balance while collaborating with a talented team at the forefront of video technology. With competitive salaries and ample opportunities for growth, Grabyo is committed to fostering an inclusive environment where diverse talents can flourish.
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 to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand Grabyo’s mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can help Grabyo’s clients succeed. Focus on your customer success experience and how you’ve managed relationships with major brands. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Grabyo team. Let’s get you that dream job!
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 industry knowledge, especially in broadcast or digital video production.
Showcase Your Communication Skills:Since this role involves managing relationships with senior stakeholders, demonstrate your exceptional communication skills. Use clear, concise language and provide examples of how you've successfully led meetings or presentations in the past.
Highlight Technical Aptitude:We want to see that you're technically credible! Mention any experience you have with video production technologies or cloud-based platforms. This will show us that you can engage effectively with production teams.
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 ensure you’re considered for this exciting opportunity at Grabyo.
How to prepare for a job interview at Grabyo
✨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 your potential employer that you're ready to hit the ground running.
✨Master the Technical Side
Brush up on your knowledge of broadcast and digital video production. Be prepared to discuss live feeds, social distribution, and OTT workflows. This will demonstrate your technical credibility and ability to engage with production teams effectively.
✨Showcase Your Communication Skills
Practice articulating your thoughts clearly and confidently. Since you'll be leading meetings with senior stakeholders, it's crucial to convey your ideas in a structured manner. Consider doing mock interviews to refine your presentation skills.
✨Prepare for Problem-Solving Scenarios
Think of examples from your past experience where you've successfully navigated complex client relationships or resolved issues. Being able to showcase your problem-solving mindset will resonate well with the interviewers.
