Mid-Market Customer Success Manager

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 a Mid-Market Customer Success Manager at Goldcast, you will be a key driver of customer satisfaction and success, working closely with a diverse set of mid-market customers. Your focus will be to guide customers through the full lifecycle, ensuring they maximize the value they derive from Goldcast’s event technology. You’ll work to expand product adoption, drive customer retention, and ensure that the customer’s event strategy aligns with their business goals. You will be the voice of the customer within Goldcast, and the go-to partner for customers looking to scale their event programs.

What You’ll Do

• Own Customer Success: Manage a portfolio of mid-market customer accounts, proactively guiding customers through onboarding, product adoption, and ongoing support to ensure they maximize the platform’s value.
• Drive Engagement & Growth: Assist customers in optimizing their event strategies by providing tailored recommendations for driving attendee engagement, lead generation, and ROI. Identify upsell and cross-sell opportunities, contributing to expansion within existing accounts.
• Independently Execute Meaningful Customer Touchpoints: you will run meaningful engagements such as executive business reviews, strategic conversations, and product-driven analyses of customer adoption and usage. You should feel confident, excited and prepared to run these meetings independently, with executive presence and in a confident demeanor.
• Cross-Functional Collaboration: Work alongside Sales, Marketing, and Product teams to ensure a seamless customer experience. Provide feedback to product teams to help inform feature development and continuous improvement of the Goldcast platform.
• Customer Advocacy: Build strong relationships with key decision-makers and end-users to understand their event goals and advocate for their needs within the organization.
• Problem Solving & Issue Resolution: Act swiftly and strategically to resolve customer challenges, ensuring their success on the platform while working collaboratively with internal teams to de-escalate complex situations.
• Post-Implementation Enablement: Lead customer product adoption, including educational sessions, training, and best practice sharing, to empower customers to get the most out of Goldcast’s features.
• Monitor Account Health: Track key health indicators (adoption, usage, engagement) and work proactively with customers to prevent churn and ensure ongoing value realization.
• Forecasting & Reporting: Provide regular reports and forecasts regarding customer health, expansion opportunities, and potential risks within your portfolio. Collaborate with leadership to track progress against account goals.
• Team Collaboration & Knowledge Sharing: Share best practices with the Customer Success team and contribute to the continuous development of Goldcast’s customer success strategy.
  
  

Who You Are

• Experience in Customer Success/Account Management: 4+ years of experience in a customer-facing role, ideally within SaaS or event technology industries. Experience managing a mid-market portfolio with a focus on customer retention and growth.
• Proven Track Record in Account Growth: Experience driving expansion within customer accounts, with measurable results (e.g., increasing adoption, adding new product lines, etc.). You will work in partnership with an Account Manager to funnel qualified leads, activate renewal process (led by AM) and create strategic growth plans for accounts.
• Customer-Focused Mindset: A strong advocate for customers with the ability to understand their business needs and align solutions with their event objectives.
• Strong Communication Skills: Excellent interpersonal and communication skills, able to build relationships with both technical and non-technical stakeholders. You can engage with decision-makers while ensuring clear communication with end-users.
• Problem-Solving and Solution-Oriented: Ability to think critically and resolve challenges in real-time, balancing customer needs with company capabilities.
• Experience with Event Technology or SaaS Platforms: Familiarity with digital event platforms, virtual and hybrid events, or similar SaaS tools, including understanding attendee engagement, content creation, lead generation, and ROI measurement.
• Growth-Oriented: Proven ability to identify upsell opportunities and take a proactive approach to drive customer success and account growth.
• Self-Motivated and Independent: Capable of taking full ownership of your portfolio, with a demonstrated ability to work autonomously and manage multiple accounts simultaneously.
• Cross-Functional Teamwork: Strong ability to collaborate with Sales, Marketing, and Product teams to ensure alignment and a seamless experience for the customer.
• Tech-Savvy & Agile Learner: Comfortable learning new technologies, staying updated on product features, and understanding evolving event trends to better serve customers.
  
  

Key Competencies

• Customer Relationship Management: Ability to build strong, lasting relationships with mid-market customers, fostering trust and advocacy.
• Strategic Account Management: Skilled in identifying customer goals, aligning strategies, and driving adoption to ensure long-term success.
• Proactive Problem-Solving: Able to anticipate challenges, address concerns swiftly, and offer innovative solutions to enhance customer experience.
• Data-Driven Decision-Making: Ability to analyze customer engagement metrics, identify trends, and drive data-backed recommendations for success.
• Effective Communication: Strong verbal and written communication skills to engage with both executive stakeholders and end users, ensuring clarity and alignment.
• Negotiation & Influence: Comfortable with discussing value, upselling opportunities, and renewal negotiations in collaboration with the Account Management team.
• Technical Aptitude: Quick learner with the ability to grasp and explain complex event technology concepts to non-technical users.
• Project & Time Management: Ability to prioritize multiple accounts, manage customer needs efficiently, and meet deadlines in a fast-paced environment.
• Collaboration & Cross-Functional Coordination: Skilled at working closely with Sales, Product, and Marketing teams to ensure a seamless customer experience.
• Empathy & Customer-Centric Mindset: Passionate about understanding customer needs an
  
  

Goldcast.io offers a competitive salary, benefits package, and opportunities for professional growth and development. The salary range for this role is $75,000 - $90,000 plus bonus, with flexibility based on the candidate's qualifications and experience. Additionally, we provide a comprehensive benefits package.

Goldcast.io is an equal opportunity employer and values diversity within our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.