Description

We are strengthening our global Customer Success team with a Customer Success Manager to manage a portfolio of direct clients, focusing on nurturing and growing Epidemic Sound’s existing B2B business in the Americas. Our Enterprise customers range from production companies, advertising agencies, digital publishers, and brands with audiovisual media at their core. The Customer Success Manager reports to the Head of Customer Success of Americas.
Responsibilities:
Manage all post-sales activity for Epidemic Sounds' top enterprise customers through strong relationship-building, planning, and execution
Act as the main point of contact throughout the customer’s lifecycle, define success plans with clear deliverables
Onboard, develop, and nurture new customers with a focus on actively increasing product adoption and engagement
Manage renewals, expansion, and churn
Increase customer retention by conducting regular check-in calls and performing quarterly business reviews for alignment of objectives and outcomes
Function as the customer advocate and provide internal feedback on how Epidemic Sound can better serve our enterprise customers
Work with our sales, technology, and marketing teams to meet our customers' expectations
This is a full-time position based in NYC or LA, reporting to the Head of Customer Success, US.

Requirements

To truly succeed in this role, you probably have a background in customer success/sales, you are passionate about creating value and the best possible outcome for your customers. You will work with your accounts actively to drive adoption and act as the voice of your customers internally at Epidemic Sound. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted partner. You love meeting new people and business leaders. You are a self-starter who takes the necessary initiatives to get things done, and your impeccable social skills turn strong relationships into solid business opportunities.
It would be music to our ears if you have:
Bachelor's degree
4+ years prior Customer Success, sales, or equivalent account management experience
3+ years in a SaaS environment
Strong communication skills and technical aptitude
Great relationship-building qualities, communication, and presentation skills
Familiarity with Salesforce or Customer Success Platforms such as Totango, Gainsight, or Planhat-
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done
Passionate about helping customers escalate their business through Music, Media, and SaaS solutions
Fluency in English is required

Benefits & Perks

Medical, Dental & Vision
401k + Match
30 days of Vacation
24 weeks of Parental Leave
Wellness Grant
and more!

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Epidemic Sound

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At Epidemic Sound we are reinventing the music industry. Our carefully curated catalog, with over 35,000 tracks, is tailored for storytellers, streaming services, and in-store soundtracks. Countless clients around the world, from broadcasters, production companies, DSPs, and YouTubers rely on our tracks to help them tell their stories. Epidemic Sound’s music is heard in hundreds of millions of online videos daily, across millions of playlist streams, and in thousands of in-store locations. Headquartered in Stockholm, we’re spread across offices in New York City, Los Angeles, Seoul, Hamburg, and Amsterdam. We’re growing fast, have lots of fun, and are taking the music industry with us.

Job Details

Posted on Oct 6

New York, NY, USA

Full time

Mid

$80K - $100K