Success Manager (UCAN & LATAM)

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Team 

Content and Business Product Success uniquely sits between the teams developing the 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 on a daily basis to help drive change management, lead user education, assist with go-to-market launch campaigns, positively influence product adoption, and partner in closing feedback loops to both end-users, 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. What we learn from doing this turns into feedback shared with the product teams that influences product development. If you are an early tech adopter and enjoy creating new pathways to help others do their best work and drive change/innovation, this is the space for you. 

The Role

 The Content & Business Success Manager (SM) is a trusted advisor for building relationships, designing and delivering tailored learning experiences for end users, driving product adoption, and enhancing their engagement with Netflix-built apps. We are responsible for developing user communication & education strategies and implementation of blended scalable learning solutions for Netflix-built apps. SMs foster relationships with specific user groups across various business functions, gather & interpret product feedback, and provide actionable insights on how the products are received for our Product partners that manage roadmaps. While the core of our UCAN/LATAM team is based in Los Angeles, this role requires global thinking and proactive regional collaboration to reach internal and external users around the world. The ideal candidate should be passionate about learning with the ability to empower users to extract value from software as well as have a keen understanding of complex, interconnected product workflows. 

Responsibilities 

• Actively develop innovative communication and learning solutions to boost user engagement with applications and serve as a user advocate within the Product organization. 

• Collaborate with stakeholder groups, direct users, and insights teams such as Support, Studio Insights, and Data Management to define user learning goals and communication objectives. 

• Collaborate with Success teammates to drive product engagement, adoption, and value to users.

• Lead cross-functional project management efforts to ensure timely and successful execution of communication and learning initiatives by setting clear project goals,  creating project plans, coordinating with various teams, and managing resources to meet strategic objectives and deadlines.

• Create communications strategy for new feature releases, ensuring that teams/users are aware of the impact on their workflows.

• Design, develop, maintain, and implement innovative and forward-thinking learning strategies that are integrated with a product’s go-to-market strategy, including the delivery of tailored and scalable blended learning experiences for a product’s global audience. 

• Maintain a comprehensive collection of subject matter resources for a range of products.

• Facilitate instructor-led training sessions for a portfolio of products.

• Establish clear and consistent pathways for driving change management alongside product/feature launches that result in users (internal and external) adopting and gaining value from the product.

• Partner with Product, Support, and Insights teams to analyze, identify, and communicate actionable items from feedback collected that are most impactful to inform product development.

• Build strong relationships and trust with Studio business partners, SMEs, and users to effectively advocate for them to product development teams.

• Engage with data to deliver storytelling on behalf of users to Product and Business stakeholders that demonstrate how products are being received and contribute to Product decisions.

Qualifications

Our ideal candidate will have the following experience, but don’t feel that you must have it all before you apply:

• Will thrive in our;

• Has 3-5 years of Learning and Development or Customer/User Success experience.  

• Ability to design blended learning programs (set goals, create and deliver curriculum & all materials, gather data, measure effectiveness)

• Superb content creation skills for all learning materials (video, simulations, documentation)

• Experienced in delivering both in-person and online programs with strong facilitation skills. 

• Experience in evaluating programs and putting in place effective measures to assess impacts on end users. 

• Aptitude for analyzing data, finding the story within, and using it to drive decisions.

• Excellent written and verbal communication skills, including an affinity for simplifying complex workflows and motivating users to engage with new technologies.

• Communicates well and leads comfortably in large and small group settings.

• Is passionate about leaning into new ideas/technology and driving change management by helping others overcome legacy thinking.

• Flexibility amid an ever-changing and growing environment and ability to create clarity amid ambiguity.

• Is willing and able to run lean with a DIY mentality that inspires others around them to do the same.

• Has experience with G Suite and is comfortable learning & using a set of productivity tooling.

Does this sound interesting but overwhelming? Please don’t self-select; let’s figure it out together. We’d love to talk to you!

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $70,000 - $370,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits .

Netflix is a unique culture and environment.  Learn more .

is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.