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, hybrid work, and opportunities for growth in a dynamic environment.
- Other info: Work in a collaborative culture that values diversity 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.
- 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 in London 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 fosters collaboration while allowing flexibility. With competitive salaries, comprehensive benefits, and opportunities to work with leading global brands in the video technology industry, Grabyo offers a rewarding environment for those looking to make a significant impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, EMEA in London
✨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. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨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 all about.
✨Tip Number 3
Showcase your skills during interviews! Be ready to discuss specific examples of how you've managed client relationships or solved problems in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep it engaging.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Success Manager, EMEA in London
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 blue-chip clients and any relevant technical skills that align with our needs at Grabyo.
Showcase Your Communication Skills:Since this role involves managing relationships with senior stakeholders, it's crucial to demonstrate your exceptional communication abilities. Use clear, concise language in your application to reflect this.
Highlight Relevant Experience:Don’t forget to mention your background in customer success or account management, especially if you have experience in broadcast or digital video production. This will show us you understand the industry and can hit the ground running.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining Grabyo!
How to prepare for a job interview at Grabyo
✨Know Your Clients
Before the interview, research Grabyo's major clients and their specific needs. Understanding their business goals will help you demonstrate how you can align with them as a Customer Success Manager.
✨Showcase Your Technical Savvy
Brush up on your knowledge of broadcast and digital video production. Be ready to discuss technical aspects and how they relate to client workflows, as this role requires a blend of commercial acumen and technical credibility.
✨Prepare for Stakeholder Management
Think about examples from your past experience where you've successfully managed complex relationships with multiple stakeholders. Be prepared to share these stories to illustrate your ability to navigate high-stakes environments.
✨Demonstrate Problem-Solving Skills
Come equipped with examples of how you've tackled challenges in previous roles. Highlight your structured and methodical approach to problem-solving, as this is crucial for managing client expectations and driving satisfaction.
