About Telestream Telestream is a leading provider of digital media tools and software solutions for the broadcast, streaming, and media industries. We empower content creators and distributors to produce and deliver high-quality video content while optimizing operations and maximizing revenue. Our teams work diligently to innovate and support world-class services, and we are looking for a VP, Customer Loyalty to join our Global Client Services team.Position SummaryTelestream is seeking a senior commercial leader to own the retention and expansion of our global installed customer base — a portfolio that spans SaaS, subscription, and on-premises software customers. This is a high-impact role with direct revenue accountability, executive-level customer engagement, and the opportunity to shape how Telestream serves and grows its relationships with some of the world’s most recognized media and broadcast organizations.The VP, Customer Loyalty will lead our Renewals and expansion team across both SaaS and on-premises customers, owning the full post-sale revenue motion — from initial renewal through long-term customer expansion. This is a build role. This leader will inherit a capable team and strong operational foundation, and will be expected to add the commercial leadership, customer engagement strategy, and organizational structure to take that foundation to the next level. The function is central to Telestream’s growth strategy, and the right leader will leave a clear mark on how we serve and grow our installed base.The right candidate has done this before — built a post-sale function, owned revenue targets, and earned the trust of customers at the highest levels. They are energized by the opportunity to shape something, not just manage it.Location: US RemoteWork Authorization - Candidates must be legally authorized to work in the United States. This role is not eligible for employer-sponsored work authorization or visa sponsorship of any kind, now or in the future.Key ResponsibilitiesRevenue Ownership & Customer RetentionOwn the annual renewals target across the full customer portfolio; accountable to the CRO for renewal rate and net revenue retentionDevelop and execute a renewals and loyalty strategy that drives proactive customer engagement and reduces churn risk across all segmentsEstablish and grow expansion revenue targets within the existing customer baseMaintain executive-level relationships with Telestream's most strategic accounts; lead or participate in customer meetings, business reviews, and escalationsRepresent post-sale revenue performance in leadership and board-level conversationsTeam Leadership & DevelopmentLead, coach, and develop the Renewals team; establish clear performance expectations, career paths, and a culture of accountability and growthIdentify and develop talent within the team and across the organization; build depth for the post-sale function over timeDefine the hiring plan for the Customer Loyalty function as the team grows and as budget allowsFoster a team environment that combines operational precision with genuine customer empathyCustomer Loyalty Strategy & ExecutionDefine Telestream's post-sale customer engagement model: coverage tiers, engagement cadences, health indicators, and success metricsBuild the engagement programs and structured touchpoints that keep customers connected to Telestream and growing in their use of our products: renewal planning, executive business reviews, escalation management, and expansion signalsEstablish clear, well-documented handoff protocols between Sales, the Customer Delivery Team, the Customer Loyalty Team, and SupportSelect and implement tooling that gives the team visibility into customer health and renewal riskDefine and report on the metrics that reflect post-sale performance: NRR, GRR, customer satisfaction, and expansion pipelineCross-Functional PartnershipPartner with Sales leadership to ensure a seamless transition from new customer close to ongoing customer engagementPartner with VP, Global Support and SVP, Global Solutions Engineering to deliver a seamless, end-to-end customer experience — with clear handoffs, shared visibility into customer health, and a unified standard for how Telestream shows up for its customersWork with Product and Marketing on customer feedback loops, competitive intelligence, and expansion opportunity signalsPartner with Finance on renewal forecasting, revenue recognition, and incentive structure for the post-sale teamRequirementsIt's important to note that this role has revenue ownership! Reporting into the Sales Organization means that you own the numbers and will have significant influence on retention and expansion.Required8+ years of experience in SaaS post-sale functions — Customer Loyalty, Account Management, Renewals, or Customer Success — with at least 3 years in a senior leadership carrying a quota or recurring revenue targetDemonstrated track record of owning and growing a recurring revenue portfolio that includes SaaS, subscription, and/or on-premises software customers in a B2B environmentExperience building or significantly scaling a post-sale function with measurable impact on NRR and customer retentionComfortable in a commercially accountable role: quota ownership, revenue forecasting, and executive-level customer engagementStrong cross-functional leadership skills; able to influence without direct authority across Sales, Support, Product, and FinanceWillingness and ability to travel for customer engagements, industry events, and internal meetingsExcellent executive communication skills — written, verbal, and in the boardroomPreferredExperience in video technology, media software, broadcast, or adjacent B2B SaaS marketsFamiliarity with enterprise software renewal cycles and the commercial dynamics of maintenance and support contractsExperience in a company undergoing significant growth or ownership transitionProficiency with Salesforce and customer engagement platformsBackground as an individual contributor in a customer-facing role prior to moving into leadershipBenefitsPerks That Power Your LifeWe offer a comprehensive package designed to support your health, financial security, and work-life balance. Our benefits are built to keep you healthy, supported, and free to do your best work. In addition to a competitive base salary and commission package, you're eligible for:Day-one medical, dental & vision coverage 100% company-paid life + disability insurance 401(k) with a sweet company match (up to 8%) Quarterly HSA boosts & flexible spending accounts Flexible time off (salaried) + generous paid holidays Pet insurance (yes, your dog gets benefits too) Legal plan + extras like accident & critical illness coverageTelestream is committed to a fair and transparent hiring process. We do not use artificial intelligence (AI) to screen, evaluate, or make selection decisions about applicants. All applications are reviewed by our recruiting team and hiring managers to ensure each candidate receives thoughtful, human consideration based on their qualifications and experience.
