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Everyset

Senior Customer Success Manager

Full-time

1mo

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Company Background


Everyset is the entertainment industry’s fastest-growing background management platform. We streamline the way productions source, onboard, and manage background talent with cutting-edge technology—introducing innovations like the first SAG-AFTRA–approved digital timecard system. Everyset empowers productions to move faster, stay compliant, and create exceptional experiences for crew and talent alike.


We’re a venture-backed, fast-scaling startup led by industry veterans, serving hundreds of productions per month. We believe in a high-performing, supportive environment where creative thinking and operational excellence meet.

Location: United States (ideally Los Angeles or New York; remote-flexible)

Reports to: VP of Sales, Strategy, and Growth


Position Overview


As a Senior Customer Success Manager at Everyset, you will own the ongoing relationship with our strategic studio and agency partners—ensuring they achieve maximum value from our background-management platform. You’ll lead onboarding, drive adoption, surface upsell opportunities, and act as the voice of the customer across the organization. You’ll partner closely with Sales, Product, and Operations to deliver a seamless, proactive customer experience that fuels retention and growth.


Key Objectives


  • Onboard & Enable: Guide new studio and agency clients through implementation, training and go-live.
  • Drive Adoption: Increase platform utilization, feature engagement and user satisfaction.
  • Retention & Expansion: Achieve high renewal rates and identify upsell/cross-sell opportunities.
  • Advocacy & Feedback: Cultivate customer advocates and channel their insights to Product and Engineering.


Core Responsibilities


1. Customer Onboarding & Enablement

  • Lead end-to-end implementation projects: kickoff, configuration, training, data migration and go-live.
  • Develop and deliver tailored onboarding materials—playbooks, webinars, quick-start guides.
  • Ensure seamless handoff from Sales and connect clients with Operations for ongoing support.


2. Relationship Management

  • Serve as the primary point of contact for a portfolio of strategic accounts (studios, agencies).
  • Schedule regular business reviews to track KPIs (e.g., time-card submission rates, voucher adoption).
  • Proactively identify and resolve issues before they impact production timelines or budgets.


3. Adoption & Success Planning

  • Build success plans with clear milestones and health metrics for each customer.
  • Monitor usage data and engagement trends; deliver targeted campaigns to drive feature adoption.
  • Coordinate with Marketing on training events, user groups and content to boost community engagement.


4. Retention, Renewals & Upsell

  • Partner with Sales to manage contract renewals, ensuring minimal churn.
  • Identify and qualify expansion opportunities—additional modules, seat increases, managed services.
  • Prepare ROI analyses and business cases that demonstrate Everyset’s impact on cost savings and compliance.


5. Voice of the Customer

  • Capture customer feedback, feature requests and pain points; share insights via regular reports.
  • Collaborate with Product to prioritize roadmap items and refine user experience.
  • Develop customer advocacy programs (case studies, reference calls, advisory councils).


6. Cross-Functional Collaboration

  • Work closely with Operations to ensure flawless live-production support.
  • Partner with Finance and Legal on billing, contract questions and compliance matters.
  • Liaise with Marketing to create thought-leadership content and share success stories.


Qualifications


  • Experience: 5+ years in Customer Success, Account Management or Professional Services—preferably in SaaS or entertainment tech.
  • Track Record: Proven success driving retention, upsell and customer satisfaction (NPS/CSAT).
  • Industry Knowledge: Familiarity with film/TV production workflows, payroll or background-talent management is a strong plus.
  • Skills:
  • Exceptional communication and presentation abilities
  • Strong project-management and organizational discipline
  • Data-driven mindset with comfort analyzing usage metrics
  • Ability to influence senior stakeholders and build consensus
  • Education: Bachelor’s degree in Business, Communications or related field; MBA is a plus.
  • Location: U.S. based; LA preferred for close collaboration with studios and agencies.


This position is based in the United States. While remote employment is possible, the ideal candidate would be located in one of our major employee hubs in Los Angeles or New York.