Customer Success Manager

About Fonn Group: Fonn Group builds cloud-native media technology solutions—Saga and Mimir—deployed at scale by major news and sports organizations globally. We're hiring a Customer Success Manager for our APAC 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 elevate. 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 better. Communication Ability to translate between technical and business stakeholders. Explain complex architecture decisions to non-technical users. Document technical issues clearly. Write runbooks that other people can actually follow. Self-Sufficient Work independently across APAC time zones without constant oversight. Figure things out, make decisions, and escalate appropriately. Collaborate with distributed global team via Slack/video, but don't need your hand held. Results-Driven Track record of actually shipping: successful deployments, customer retention, problem resolution. We care about outcomes—customers in production, issues resolved, contracts renewed—not just activity. Preferred Experience: - SaaS/software: You've supported technical products in production environments - Cloud-native architecture: Understanding of serverless, APIs, modern deployment models (we don't run on-prem legacy systems) - Media Asset Management: Direct experience with MAM/DAM/PAM systems, NRCS (newsroom computer systems), studio automation, broadcast workflows, or content operations is a significant advantage—you'll understand customer pain points immediately and speak the same language as broadcast engineers What matters most: Technical credibility with engineers, ability to solve real problems, and drive to make complex systems actually work in production. Why Join Fonn Group? Real Problems, Real Scale You'll work on systems handling content workflows for some of the world's largest news and sports organizations. Not demo projects—production deployments where downtime means live broadcasts go dark. These are hard technical problems with actual consequences. Modern Stack, Not Legacy Cruft. We're cloud-native from the ground up. Serverless architecture, AI-powered automation, real-time collaboration—not 1990s broadcast systems with "cloud" bolted on. We're competing against vendors who've dominated this industry for decades by actually building better technology, not better marketing. Direct Impact: Small team (10+ nationalities, distributed globally) means your work matters immediately. You'll have direct access to leadership, influence product direction, and see your solutions deployed at organizations that reach millions of viewers daily. Industry Transformation We're at the inflection point where broadcast media moves from legacy on-prem infrastructure to genuine cloud-native platforms. You'll be part of that shift, working with customers, making decade-defining technology decisions. No Corporate Theatre. We don't do buzzword bingo or endless meetings—direct communication, technical credibility, and shipping products that work. APAC Growth Opportunity You'll help establish our presence in a critical market, working with the autonomy to build something significant rather than executing someone else's playbook. If you want to work on legitimately hard problems with modern technology at companies you've actually heard of, this is it. Reports to: President, Region ME & APAC, Fonn Group. Can be subject to change as we grow. Key Relationships: Global Customer Success Team, local partners, and customers in ANZ and across the world #J-18808-Ljbffr