Customer Success Manager
About The Position
As a Customer Success Manager, you will play a crucial role in nurturing and growing Epidemic Sound’s existing B2B business in North America. Your role will be to retain and scale current client contracts while driving product adoption and engagement across platforms, brands, and global enterprises. By building trusted partnerships and executing measurable success plans tailored to your specific clients, you directly secure organizational revenue and expand our brand's global footprint. You will join a dynamic commercial team reporting directly to the regional Head of Customer Success, working alongside cross-functional peers who value proactive initiative and creative problem-solving. In this position, you will collaborate closely with sales, product & tech, music, and marketing teams to act as the true voice of our strategic B2B customers internally.
Requirements
- 4+ years of relevant Sales or Customer Success experience, preferably within the technology, SaaS or media industries.
- Proven track record in B2B enterprise roles focused on developing, retaining, and growing business with existing accounts.
- Track record of leading multi-team rollouts and turning around adoption when it stalls.
- Strong capacity to build relationships quickly, navigate ambiguity, and utilize customer usage data to mitigate churn risk.
Nice To Haves
- Experience with Salesforce or dedicated Customer Success platforms such as Planhat, Totango or Gainsight.
Responsibilities
- Act as a trusted advisor throughout the customer lifecycle, defining mutual success plans and expanding product adoption across your assigned portfolio.
- Identify new upsell and expansion business opportunities and collaborate with your Growth Manager to consultatively scale accounts over time.
- Manage customer renewals, maximize contract retention, and proactively develop turnaround strategies for accounts flagged with churn risk.
- Collaborate cross-functionally with internal sales, product, music, and marketing teams to channel customer feedback and fully utilize the Epidemic Sound ecosystem.
- Leverage AI tools like Claude to automate workflows, streamline account management processes, and drive operational efficiency within an AI-forward setting.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
