Customer Success Manager

Company: Antenna

Location: Remote-first (United States)

Position Overview

Antenna is a data and analytics startup dedicated to expanding knowledge of subscriber behavior for brands. We provide industry and competitive benchmarks, market intelligence, and insights to help our customers build best-in-class businesses and inform strategic decisions. Antenna is the market standard for subscription analytics.

We are seeking a Customer Success Manager to grow and manage our most critical customer relationships. In this role, you will act as an expert and advocate for our customers' business needs, leveraging Antenna's data, metrics, and resources to meet their objectives. You will collaborate with co-founders, Analytics, Product, and Sales teams to ensure we deliver on our promises and build essential data products.

You will report to the VP, Client Services.

Responsibilities

• Customer Experience Ownership: Own the customer experience with Antenna and our products, ensuring engagement, adoption, retention, and growth.
• Trusted Advisor: Act as a trusted advisor to customers, understanding their needs, challenges, and organizations. Tailor the application of Antenna data and products to their workflows and challenges, identifying value delivery points.
• Value Proposition Development: Drive new use cases and value propositions by aligning customer business objectives with new applications of Antenna data.
• Relationship Growth: Collaborate with the commercial team to expand customer relationships and execute growth strategies, tracking customer health metrics and proactively addressing them with support and in collaboration with the Antenna team.
• Customer Lifecycle Management: Effectively onboard, guide, and support customers throughout their lifecycle, showcasing how Antenna can support strategic decision-making.
• Customer Advocacy: Serve as the voice of the customer within Antenna. Partner closely with the product team to provide feedback, influence prioritization of new features, and understand necessary trade-offs and timelines.
• Playbook Contribution: Contribute to the evolving customer success playbook, sharing insights to adopt best practices for driving customer adoption and success.

Requirements

• Strong track record in customer success or account management roles, preferably at a high-growth startup.
• Experience owning a large book of business and consistently exceeding retention quotas.
• Excellent communication skills, particularly with technical or complex products.
• Experience presenting to and influencing key stakeholders at all organizational levels.
• Ability to thrive in dynamic environments with change and ambiguity.
• 3-5 years of relevant experience.

Bonus Qualifications

• Fascination with the new subscriber economy (streaming, etc.) and deep relationships across the ecosystem.
• Previous experience working within innovative, high-growth companies disrupting the status quo.
• Experience working with viewership data.

Compensation

• Total Annual Earnings: $90,000 - $120,000 (includes base salary and quarterly performance-based bonus).
• Company Equity: Eligible for company equity.
• Final compensation will be determined based on candidate experience, skills, etc.

About Antenna

Antenna is the leading provider of data and analytics for the U.S. Subscription Economy. Our standardized metrics, competitive benchmarks, syndicated insights, and market intelligence are utilized by trusted brands across media and entertainment sectors to understand subscriber behavior and navigate the evolving consumer subscription landscape.