Customer Success Manager

Customer Success Manager

Atmosphere is the leading streaming TV platform built specifically for businesses. Unlike ad networks or signage companies, Atmosphere is the only true TV company whose first priority is to entertain television audiences outside of the home. Our content is designed to be fun, engaging, and worth watching, transforming waiting rooms, gyms, bars, and restaurants into better experiences for customers and better businesses for owners.

We are the first and only company to think about both the business owner and their customers when creating TV content. With 60,000+ venues and a global audience of over 150 million monthly viewers, Atmosphere is redefining what TV means outside the living room.

About the Role

Atmosphere is seeking a highly motivated individual who can help our customers get the most value from our industry-leading products. We are expanding our Customer Success team and need go-getters who are excited to help customers adopt new technology that can have a large impact on their business. The ideal candidate has experience onboarding and supporting customers in a fast-paced environment. You love being on the phone with customers all day to understand their issues, to develop solutions that meet their needs, and to motivate them to fully adopt Atmosphere. You are eager to own customer adoption goals and will serve as the "voice of Atmosphere" for our existing customer base. You will field inbound customer requests and think critically to solve problems, drive satisfaction, and ensure successful customer onboardings. Your contribution will have an immediate impact on the success of the company. We have a positive work environment that offers professional growth which allows our Customer Success team to progress into new roles within the company. This is a great opportunity to be a part of a growing company focused on making a real impact in our industry. This position will report to the Sr. Manager, Customer Success.

Key Responsibilities

• Conduct onboardings and train new customers on how to install and use Atmosphere
• Ensure a timely process from the time a device is shipped to when the device is installed and actively streaming
• Provide ongoing responses in a very timely manner to inbound support requests
• Own the customer experience as you provide quality product and technical solutions to help customers realize their goals utilizing our products and services
• Maintain an organized ticketing pipeline and activity records using a CRM
• Receive, prioritize, and return inbound phone calls, emails, and chat messages from customers to meet Service Level Agreements (SLAs)
• Triage inbound communication across channels (i.e phone, email, chat), to determine customer and ensure satisfaction
• Expedite issues as appropriate and follow up to ensure resolution
• Develop, demonstrate and maintain technical skills to troubleshoot issues, create test scenarios and investigate issues based on customer product use
• Understand customers' concerns and complaints, determine the cause of their problems, and think critically to identify the best solutions
• Categorize and assess new cancellations to identify patterns, propose solutions, and reinforce customer retention
• Foster teamwork and collaboration across all teams to continually innovate product and enhance efficiency
• Support customers growth by identifying and pursuing upsell opportunities
• Perform proactive account check-ins to maintain high levels of customer support & satisfaction

Requirements

• 0-2 years as a customer support/service/success representative
• Experience with CRM and workflow tools such as SFDC, Pipedrive, Hubspot, Zoho, etc.
• Detail-oriented, commitment to quality work products, and well organized
• Strong analytical and problem-solving skills
• Ability to work independently and multi-task
• Have the ability to communicate clearly and concisely while also being empathetic, accurate, compassionate, resourceful, and conscientious
• Possess a strong sense of urgency and an ability to analyze and solve problems
• Have a positive, team-focused attitude
• Be passionate about positive customer service experiences and outcomes
• Demonstrate sound judgment and decision-making
• Accept accountability and take pride in your work

Compensation & Benefits

• Competitive salary
• Company Equity
• Company 401(k) with employer matching
• Competitive insurance plans
• Flexible Time Off Policy

Our Commitment to Diversity: Don't meet every single requirement? Research shows that women and underrepresented groups often hesitate to apply unless they meet all the criteria. At Atmosphere, we're committed to building a diverse, inclusive team where creativity, innovation, and teamwork thrive. If you're excited about this role but your experience doesn't perfectly align with every qualification, we still encourage you to apply—you might be the right fit for this or another role.