Customer Success Manager (TV)

Shape our AI products with a real say on the roadmap, and grow the TV operators and broadcasters that already work with 3SS. You know their business and their viewers, co-own their product roadmap with them, and make sure every account gets the most out of the 3Ready platform and our AI-driven Hero products. You work directly with management and decide how to grow your accounts, so each one stays healthy, profitable and a reference we are proud of. You take over new customers from our business development team at signature and grow them from there.

Responsibilities

• Own a portfolio of TV operator and broadcaster accounts end to end, as the main point of contact for all commercial and contractual matters.
• Build trusted relationships at engineering, product, purchasing and management level.
• Write and run an account plan per customer, aligned with the customer roadmap.
• Meet your customers face to face, build and present your own slides, and demo our products and new solutions live.
• Co-own your customers' product roadmaps with them, know their milestones better than anyone, and map them to our product roadmap so each customer gets the most out of 3Ready.
• Grow each account through product value: position our AI-driven 3Ready Hero products, Control Center and Framework on engagement, retention and support cost, with demos and paid PoCs.
• Prepare quotations, change requests and contract extensions, and negotiate renewals with a clear view on margin and the authority to decide within our pricing frame.
• Bring customer needs into our product roadmap together with Product.
• Work closely with delivery, engineering and support teams so that what is sold is delivered.
• Own the CRM records, forecast and purchase orders for your accounts.
• Run quarterly business reviews with your customers.
• Use AI tools and agents for account research, account plans and proposals.
• Represent 3SS at customer meetings, steering committees and industry events such as IBC.

How you lead

• Act like the owner: you set the plan, make the call and answer for the result.
• Start from the viewer: you know your customers' apps and explain our value in viewer outcomes.
• Decide with evidence: data, clear hypotheses and paid PoCs, learning fast from what works.
• Shape the product: you turn customer insight into clear problem statements for our product teams.
• Raise the bar: honest feedback, strong preparation, and every customer conversation better than the last.

Requirements

• At least 8 years in customer success, key account management, account management or product management for B2B software, with commercial responsibility for large accounts or a product, ideally with telcos, Pay TV operators or broadcasters.
• A track record of growing B2B software accounts through upsell, renewals and new use cases.
• Understanding of TV platforms (Android TV, set-top boxes, OTT, smart TV) and enough product depth to talk with operator product and technology teams.
• Commercial skills: quotations, change requests, contract extensions, negotiation and margin.
• Confidence in front of operator teams and management: you build your own slides and demo products live.
• Discipline with CRM, forecasting and account planning. Your forecast is one others can plan on.
• The ability to work across product, engineering, delivery and finance.
• Experience developing and growing B2B as well as B2C products with commercial responsibility.
• Fluent English. German is a plus.
• Location: Stuttgart, Germany, or elsewhere in Europe, with regular presence in Stuttgart and travel to customers and industry events.

Strong plus

• Experience growing accounts for TV middleware, UI platforms, recommendation or search products.
• Experience with Android TV Operator Tier deployments.
• Experience with managed services, SaaS renewals or recurring licence models.

Benefits

• A competitive base salary plus a performance bonus tied to account revenue growth, recurring revenue and margin.
• Real ownership: your accounts are your business, with authority to decide on account priorities, offers, renewal terms and PoC scope within the pricing frame.
• A real say on the roadmap of our AI products, and the chance to co-own your customers' roadmaps with them.
• Direct access to management and close work with Product, Delivery and Finance.
• Long-term relationships with leading operators such as Vodafone and Proximus, and visibility at industry events such as IBC.
• Flexibility: based in Stuttgart or elsewhere in Europe, remote-friendly.