Customer Success Team Manager

Job Description

It's an exciting time to join Netflix as we continue to transform entertainment globally. We bring new stories to over 200 million people in over 190 countries worldwide by promoting our original, exclusive content. A key growth factor is our ability to empower Netflix personnel to utilize cutting-edge technology built in-house that maximizes studio/production efficiencies to facilitate creation of the world's best streaming content.

Like all great companies, we strive to hire the best and we value integrity, excellence, respect, inclusivity, and collaboration. What is special about Netflix, among other things, is our Culture.

The Team

The Customer Success Team uniquely sits between the teams developing the software products for Netflix Studio and the Studio employees & external partners who utilize these products. We are a customer success team that actively engages with cross-functional teams from both organizations on a daily basis to help drive change management, go-to-market planning, positively influence product adoption, and user education. Our main goal is to help empower all users of Netflix technology to gain value by using it to do their jobs faster, easier, and smarter. What we learn from doing that is feedback shared with the product teams that influences product development. If you are an early tech adopter and enjoy creating new pathways to help others and drive change, this is the space for you.

The Role

The Customer Success Team Lead is responsible for leading a team of approximately ten individual contributors that are all a part of the Studio Product Customer Success team. Our UCAN team is divided between six different areas of work; this role will manage half of those areas and the teammates within them. Our team is heavily based in Los Angeles, and though this person directly manages UCAN team members, it requires inherently global thinking and proactive partnership. This role lives at the intersection of people management, collaborative cross-functional leadership, and start-up team building

Responsibilities

Leadership
• Managing a cross-functional team, based in the UCAN that requires deep global partnership across EMEA, APAC, LATAM.
• Management and mentorship of individuals within the UCAN groups.
• Represent the Customer Success team in Product and Studio leadership meetings in order to drive effective partnerships.
• Thinks about inclusivity on an ongoing basis and understands the importance of fostering an environment that empowers our team's global collaboration.
• Guide your teams with thoughtful decision-making and strategic direction.

Cross-Functional Collaboration
• In this role, you will be expected to develop relationships with product teams (managers, designers, engineers), key Studio business partners, and fellow Studio Product Rollout members to understand the full product landscape and be able to identify where there are opportunities for our team to have influence. Building this cross-function foundation of relationships is fundamental for this individual's ability to foster meaningful partnership and to drive impact.

Hands-On Work
• Willing to dive in with the team you lead on the project level guide and help reinforce bandwidth.
• We will be hands-on in creating foundational infrastructure for the team.

Qualifications
• The successful candidate will thrive in our Culture
• 5+ years of Customer Success managerial and inclusive team leadership experience.
• Possesses excellent presentation, communication & 1:1 relationship skills, comfortable leading in large group settings.
• Superb writing skills: both technical writing/diagramming and strategic writing.
• Is passionate about leaning into new ideas and helping others overcome legacy thinking.
• Can be flexible amid an ever-changing and growing environment and create clarity amid ambiguity.
• Is willing and able to run lean with a DIY mentality.
• Has experience with G Suite and other progressive cloud-based platforms.

Bonus

It is a bonus if this person has a strong understanding of studio/production workflows and the entertainment industry in general.
Our team knows that work experiences come in many shapes and sizes, and that life introduces unexpected challenges for all (most recently via the global pandemic). We are open-minded about candidates having time spent unemployed and we'd love to hear from you even if you don't meet 100% of the requirements.

Jobcode: Reference SBJ-dyk753-18-225-255-134-42 in your application.