Customer Success Manager, Software Products

Position summary

The Customer Success Manager helps prospective customers prepare to evaluate and adopt LSO Workplace and LSO Playout. Both products are coming soon, so the initial focus is pilot readiness: defining customer goals, building onboarding plans and establishing a reliable route for feedback. Reporting to the Vice President, Software Products, you will coordinate across the two product teams and help each pilot produce useful evidence about the software and the support it needs.

As the products become ready for broader use, you will develop adoption reviews, customer communication and account follow-up practices appropriate to their actual capabilities. You will distinguish a validated feature from a roadmap idea and make sure commitments reflect engineering and support capacity. The role combines relationship management with detailed operational work; successful customer conversations should lead to specific actions and documented outcomes.

Responsibilities

• Develop pilot onboarding plans with customer goals, participating users, responsibilities and agreed evaluation criteria.
• Coordinate implementation and training activities with product directors, technical support and customer administrators.
• Maintain a current account record covering use cases, readiness dependencies, feedback and outstanding commitments.
• Run structured pilot check-ins and translate feedback into clear product issues or improvement requests with supporting context.
• Help define adoption measures for each product that reflect meaningful customer tasks rather than activity alone.
• Prepare customer communications about pilot limitations, release changes and support routes using verified product information.
• Identify recurring onboarding barriers and coordinate improvements to documentation, training or product behavior.
• Develop service handoff and account review practices for later launch stages, with commercial terms and renewal activity introduced only as approved.

Required qualifications

• Experience in software customer success, implementation or account operations, typically four or more years.
• Ability to turn a customer's business goal into a practical adoption plan and measurable review criteria.
• Experience coordinating technical and nontechnical teams through onboarding or a software pilot.
• Strong written follow-up and accurate tracking of customer requests, commitments and product limitations.
• Sound judgment about escalation and the difference between a planned capability and an available feature.

Preferred qualifications

• Experience supporting small and midsize business software customers.
• Familiarity with workplace administration or broadcast and streaming operations.
• Experience establishing customer success practices for an early-stage product.

Measures of success

• Pilot customers understand the scope, support route and outcomes being evaluated.
• Onboarding dependencies and customer commitments have clear owners.
• Customer evidence leads to specific decisions about usability, readiness and support.

First 90 days

Meet the product directors and review the coming-soon product scopes with the VP. Draft a pilot onboarding plan, account record and feedback process for each product, then test the handoffs with implementation and support colleagues. Join approved discovery conversations, agree initial customer success measures and prepare a launch-stage support proposal based on demonstrated product readiness and pilot needs.

Compensation

Proposed annual base salary of $85,000–$115,000 USD. The final offer will reflect relevant experience, qualifications and the agreed scope of the position, subject to approval. This range covers base pay only; any incentive compensation or benefits would be specified separately in an employment offer.

What to include in your application

Describe a software onboarding or pilot program you managed, the customer goals and how your follow-up changed the outcome. Use nonconfidential examples and explain how you handled a request the product could not yet support.