This role will be 100% remote with great compensation & benefits

Note that this role will work on ET (Boston / NYC) hours. Able to work in the US Eastern Time Zone — Essential, since we have clients in Europe who can only meet in the morning work hours of ET.

In this position, your key areas of responsibility are:

A. Primary liaison : Act as the primary technical liaison for assigned accounts, ensuring smooth onboarding, adoption, and ongoing usage.

B. VOC: Partner with product and sales to escalate issues, influence roadmap priorities, and represent the customer’s voice.

C.  Customer success: Drive customer success through proactive guidance, technical best practices, and solution design.

In this position, your key areas of authority are:

A. Recommend and guide implementation decisions (architecture, integrations, configurations).

B. Own and drive issue escalations with internal teams on behalf of customers.

C. Influence product direction by highlighting critical customer feedback and usage patterns.

In this position, your key areas of accountability are:

A. Customer Satisfaction & Advocacy : Measured by NPS, referenceability, and relationship health.

B. Adoption & Value Realization : Customers achieve measurable business outcomes using the product.

C.  Customer Retention & Expansion : Renewal rates, expansion opportunities, and churn prevention.

Qualifications

• Experience : 3+ years in customer-facing technical roles (e.g., Technical Account Manager, Solutions Architect, Customer Success Engineer, or equivalent) within SaaS, cloud, or enterprise software.
• Domain Knowledge : Background in media, entertainment, or digital content operations (rights, royalties, distribution, or content management) is a MUST .
• Customer Success Orientation : Track record of driving adoption, retention, and measurable business value for enterprise customers.
• Communication Skills : Excellent written and verbal communication, capable of translating complex technical concepts into business value for executives and stakeholders.
• Collaboration : Proven ability to partner across sales, product, and engineering teams to advocate for customers and influence product direction.
• Problem-Solving : Hands-on ability to diagnose technical issues, lead escalations, and mobilize resources to achieve resolution.
• Global Mindset : Comfortable working with customers across time zones and cultures; able to work U.S. Eastern Time Zone hours (essential).
• Education : Bachelor’s degree in Computer Science, Engineering, or related field — or equivalent experience.

Our culture: is about being rigorous at work and celebrating our big and small wins as a team. At MOLTEN, you will have the opportunity to own and lead your own workstreams, learn from exceptional individuals on the team, and help build technology that matters across the world. From day one, every developer is given the power, support, and trust to deploy production code.