Company: Goldcast.io

Location: Fully remote position based in the Eastern Time Zone, with no in-office requirements.

About Us

Goldcast is an AI-powered B2B Video Campaign Platform that transforms marketing by putting video and events at the heart of the customer journey. Thousands of enterprise B2B marketers, from companies like 6Sense, LG, Zuora, and Mailchimp, leverage Goldcast to more effectively get in front of their audience, repurpose and create engaging and consumable video content, and capitalize on brand authority and intent.

Goldcast was founded in mid-2020 at Harvard Business School. Since then, we have raised over $40mn, built a bi-continental team of excellent teammates, and are one of the market leaders in the enterprise digital events space. We count 400 great B2B firms as customers and were recently featured in G2's list of 100 fastest-growing software companies.

Position Overview:

As an Enterprise Customer Success Manager (CSM) at Goldcast, you will be a strategic partner and advocate for enterprise customers, ensuring their success on the platform. By working closely with senior leaders, event teams, and marketing stakeholders, you will enable customers to achieve their event goals, increase platform adoption, and deliver measurable outcomes. You will also act as an extension of their teams, driving long-term value and growth. This role reports directly to the Manager of Enterprise and Mid-Market CX.

What You’ll Do:

• Lead Customer Success Efforts: Manage a portfolio of strategic enterprise accounts, proactively nurturing relationships, mitigating risks, and identifying growth opportunities.
• Be a Strategic Advisor: Guide customers on best practices for leveraging Goldcast to run innovative events, optimize attendee engagement, and scale event strategies.
• Collaborate Across Teams: Partner with Sales, Product, Professional Services, and Marketing to share insights, improve the product, and ensure exceptional customer experiences.
• Engage Executives: Lead business reviews and maintain alignment with C-suite stakeholders through shared success plans.
• Advocate for Customers: Provide insights that shape product roadmaps, enhance functionality, and improve outcomes for enterprise customers.
• Resolve Challenges: Take ownership of escalations, using creativity and collaboration to resolve complex issues and deliver positive results.
• Support Team Growth: Onboard and mentor new team members, fostering a collaborative and inclusive culture.

Who you are:

• Experienced in Customer Success: You have 9+ years of experience in Customer Success, Account Management, or similar roles, preferably within SaaS or event technology industries. You excel in managing large enterprise accounts and driving high-value, high-touch relationships.
• Skilled in Driving Growth: You’ve demonstrated success in driving ARR growth through account expansion, user growth, and product adoption. You collaborate effectively with Account Managers to create and execute strategic growth plans.
• Customer-Focused: You’re passionate about understanding customers’ unique needs, challenges, and objectives. You excel at building trust and serving as a reliable advisor.
• Technically Proficient: You are comfortable engaging with technical decision-makers and have experience with SaaS products, preferably in event or marketing technology.
• A Collaborative Leader: You thrive in cross-functional environments and excel at aligning stakeholders to deliver seamless customer experiences.
• Strategic and Independent: You’re a strategic thinker who takes ownership of outcomes, works independently, and handles challenges with creativity and urgency.
• Executive Relationship Builder: You’re skilled at engaging with C-suite stakeholders and driving alignment between their goals and Goldcast’s solutions.
• Solution-Oriented: You have strong problem-solving skills and excel at resolving complex challenges, de-escalating issues, and fostering positive outcomes.

Key Competencies:

• Strategic thinker with strong problem-solving abilities.
• Skilled communicator, able to build trust and collaborate effectively with diverse stakeholders.
• Organized and adaptable, capable of managing multiple priorities in a dynamic environment.
• Technically proficient, with familiarity in SaaS platforms and data-driven decision-making.
• Customer-focused, committed to delivering exceptional value and tailored solutions.