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Senior Customer Success Manager
2 months ago
Job Summary:
We are strengthening our global Enterprise Sales Organization with a customer-centric Senior Customer Success Manager to secure mutually successful business relationships and grow our business with a portfolio of Epidemic Sound's most strategic enterprise clients.
Our Enterprise Customers:
We work with a diverse range of enterprise clients, including:
- Brand companies
- Production companies
- Advertising agencies
- Digital publishers
Key Responsibilities:
The Senior Customer Success Manager will be responsible for:
- Developing Trust and Fostering Relationships: Delivering an exceptional customer experience and defining measurable mutual success plans with clear outcomes and deliverables.
- Identifying and Driving New Business Opportunities: Identifying, driving, and closing new business opportunities within the client portfolio.
- Customer Obsession: Working strategically towards feature and overall product adoption.
- Strategic Partnership Development: Working strategically and creatively with clients to become their soundtracking partner.
- Communication and Collaboration: Serving as the link of communication between key customers and internal teams, collaborating closely with Tech, Product, Music, Analytics, and Marketing.
- Issue Resolution: Resolving any issues and problems faced by customers to build and establish trust.
- Progress Reporting: Preparing regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
- Thought Leadership: Driving key improvement projects and supporting the development of your peers.
- Industry Knowledge: Staying up to date with trends and best practices within the field.
Requirements:
To succeed in this role, you will have:
- A background in complex B2B Customer Success/Account/Client Relationship Management.
- A driven and commercial mindset, with the ability to create trust and relevance by understanding customer needs, business, and use cases.
- An interest in music and the content creation world, with experience in music licensing being a plus.
- 6+ years of experience in Enterprise-focused roles managing complex client relationships.
- Experience working with global brands.
- A strong track record of meeting and/or exceeding retention and growth targets.
- Fluency in English, both verbal and written.
- Strong communication and interpersonal skills, with the ability to build relationships with professionals of all organizational levels.
- Adaptability and a willingness to work in a rapidly growing company.
- A Bachelor's degree or the equivalent relevant work experience.
Equal Opportunity Employer:
We believe that bringing people together from different backgrounds, experiences, and perspectives makes for a healthy workplace, a more successful business, and a better world. We value diversity and encourage everyone to come and soundtrack the world with us.
