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Mux is a video infrastructure platform for developers, providing video encoding/streaming (Mux Video), monitoring (Mux Data), and related services. The company was founded by the creators of Zencoder and Video.js, and is backed by top-tier investors including Andreessen Horowitz, Accel, and Coatue.
As a Technical Customer Success Manager, you will serve as a strategic partner to Mux's largest customers, driving successful onboarding, long-term retention, and revenue growth. You'll own technical interactions with key accounts, providing proactive guidance on complex video workflows and helping developers solve deep technical problems.
Key responsibilities include:
- Owning and elevating technical interactions to ensure customer satisfaction and success
- Deeply understanding each client's architecture, workflow, and use cases to recommend best practices
- Anticipating customer challenges, escalating internally when needed, and coordinating with Product and Engineering teams
- Managing support tickets, identifying solutions, and suggesting workarounds
- Serving as the voice of the customer in internal discussions, influencing product roadmap and prioritization
- Acting as a strategic advisor by staying current with client company goals, product aspirations, and feature releases
- Identifying expansion opportunities within existing accounts to introduce additional Mux use cases
You bring 5+ years of experience in a Technical Customer Success Manager or equivalent role at a SaaS technology company. You hold a BA/BS in Computer Science, Computer Engineering, or equivalent bootcamp certification. You have strong technical knowledge in software, web/mobile, and cloud technologies, with hands-on coding experience preferred. You communicate excellently in writing and verbally, embody a customer-first attitude, and thrive in a supportive culture that values both excellent work and work-life balance.
Mux offers competitive benefits including flexible vacation, weekly no-meeting days, quarterly focus weeks, comprehensive health/dental/vision insurance, disability and life insurance, matched pension, paid parental leave, and professional development support.
