Customer Success Team Manager - Promote To Play (Ucan)

It's an exciting time to join Netflix as we continue to transform entertainment globally. We bring new stories to over 230 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 the 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
Content and Business Product Success sits between the teams developing software products for Netflix Studio and the Studio employees & external partners who utilize these products. We are a Success Team that actively engages with cross-functional teams from both organizations on a daily basis to help drive change management, lead user education, assist with go-to-market product launch campaigns, influence product adoption, and partner in closing feedback loops to both end-user stakeholders and the Product teams.
Our main goal is to empower all users (internal & external) of Netflix technology to do their jobs faster, easier, and smarter while gaining value toward their business goals.
The Role
The Customer Success Team Manager is responsible for leading a team of approximately ten individual contributors that are all a part of the Content & Business Product Customer Success team. Our UCAN team is divided into six different areas of work; this role will manage half of those areas (from “Promote to Play ” in the content lifecycle) and the teammates within them. Our overall team is heavily based in Los Angeles, and this person directly manages UCAN & LATAM team members, though the role also 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, with direct reports based in the UCAN and Mexico City, that requires deep global partnership across EMEA, APAC, and LATAM.
• Guide your teams with thoughtful decision-making and strategic direction.
• Specific responsibilities include, but are not limited to:
• 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.
• Management and mentorship of individuals within your groups.

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 Content & Business Product Success 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

• We will be hands-on in creating new ways of working, establishing baseline measurements and workflows, and showing impact via storytelling for the team
• Willing to dive in with the team you lead on the project level not only to guide but also to help reinforce bandwidth and prioritization alongside your direct reports as needed to produce outcomes

Qualifications

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

Nice-to-have

• It is a bonus if this person has a strong understanding of studio marketing/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.
At Netflix, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
The overall market range for roles in this area of Netflix is typically $80,000 - $350,000
This market range is based on total compensation (vs. only base salary), which is in line with our compensation philosophy. Netflix is a unique culture and environment. Learn more here.