About Fonn Group:
Fonn Group builds cloud-native media technology solutions— Saga , Mimir and Teikna —deployed at scale by major news and sports organizations globally. We're hiring a Customer Success Manager for our EMEA team who can bridge the gap between complex technical implementations and customer outcomes.
What you'll do:
Own the technical relationship with customers from deployment through renewal. You'll ensure implementations actually work in production, help customers maximize system performance, and surface real technical requirements back to our engineering team.
Key Responsibilities:
Technical Onboarding Deploy new customers from contract to production. This means: architecture review, integration planning, API configuration, authentication setup (Auth0), user provisioning, data migration strategy, and getting their team actually using the system in real workflows.
Technical Support First line of defense for production issues. Diagnose problems, work with engineering on fixes, document solutions, and prevent repeat issues. You'll need to understand our stack well enough to distinguish between user error, config problems, and actual bugs.
Quarterly Business Reviews Present system metrics, usage analytics, and performance data. Identify underutilized features, optimization opportunities, and technical bottlenecks. Use data to demonstrate ROI and justify expansion or upgrades.
Renewals Manage the technical side of contract renewals: document delivered value, justify pricing based on usage/scale, address technical concerns, negotiate license counts and deployment models. Keep customers on our platform by ensuring it actually solves their problems.
Technical Project Management Own implementation projects end-to-end: define technical requirements, coordinate with customer IT teams, manage timelines, track milestones, resolve blockers, and get systems into production on schedule. You'll juggle multiple concurrent deployments across different time zones.
Candidate Expectations:
Proactive Technical Ownership Don't wait for customers to report issues—monitor system health, review usage patterns, identify configuration problems before they escalate. When you see customers not using key features, figure out why (technical barriers? training gaps? workflow issues?) and fix it. Coach both customers and internal teams on technical capabilities and limitations.
End-to-End Technical Accountability You own the technical relationship from first deployment through years of production use. That means being available when customers need you, understanding their infrastructure constraints, and ensuring our system integrates properly into their workflows—not just "works" but actually improves their operations.
Technical Advisor Help customers implement best practices: optimal workflows, performance tuning, security configurations, scalability planning. Challenge them when they're using the platform inefficiently. Regular technical reviews to ensure they're getting full value from the architecture, not just limping along with a minimal implementation.
Prevent Technical Churn Customers leave when systems don't work or don't deliver value. Your job is to ensure proper adoption: teams are trained, integrations are solid, performance is good, and the system is solving real problems. If you see warning signs—low usage, repeated support tickets, frustration with workflows—intervene early. Fix the technical issues before they become renewal problems.
Bottom line: You need to actually understand the technology well enough to be credible with broadcast engineers and CTOs.
Requirements:
Technical Background Experience in broadcast technology, media operations, or similar technical domains. You should understand the fundamentals: video codecs, metadata standards, storage architecture, API integrations, cloud infrastructure. If you've worked with NRCS/Automation/DAM/MAM/PAM systems, content workflows, or broadcast engineering teams—even…