Digital Customer Success Manager

Job description

Join our global force of 400+ innovators, blending the latest in tech with the greatest in soundtracking, from our Stockholm HQ to offices in London, New York, Los Angeles, Berlin, Paris, Oslo, and Seoul. We’re an industry leader with a startup mentality. We take what we do seriously, but we don’t take ourselves too seriously. Creating and collaborating to transform the sound of streaming, content, and culture. Come join us, and let the world feel your work. As a Digital Customer Success Manager, you will play a crucial role in our US Enterprise team. Your role will be to redefine how we support and scale our mid-market Customers through a sophisticated inside, digital-first motion. This role is the engine behind our one-to-many customer success strategy, ensuring that hundreds of production companies, broadcasters, and brands across the Americas are successfully soundtracking their stories. By blending data-driven insights with a passion for creative workflows, you will ensure our users are fully adopting our library of 55,000+ tracks. You will collaborate closely with Growth Managers to identify growth leads and work with our CRM, Finance, and Ops teams to scale our workflows and keep the engine running smoothly. Your key responsibilities include: - Drive high-volume customer adoption and retention through automated, digital-led engagement strategies and one-to-many programs. - Act as a digital advisor for a diverse portfolio, helping creators from brands to digital publishers maximize the value of our music and sound effects. - Be the face of Epidemic Sound to this customer cohort as required, but adopt a digital first scaled motion to take customers through phased journeys of adoption, retention, development etc. - Analyze usage data and engagement metrics to proactively identify churn risks and implement scalable mitigation tactics. - Partner with Growth Managers to highlight expansion opportunities within your portfolio, directly impacting our revenue growth. - Collaborate with the CRM, Finance, and Legal teams to ensure seamless and efficient service delivery Requirements: - 4+ years of experience in Customer Success, Account Management, or commercial roles within a SaaS or Media environment. - Proven track record of managing a high-volume portfolio using a digital-first or "one-to-many" support model. - Advanced proficiency in data analysis and the ability to turn metrics into actionable retention strategies. - Track record of meeting or exceeding retention and expansion targets consistently. - Exceptional communication skills in English, with the ability to influence and engage customers through digital channels. - A proactive, self-starter mindset with the ability to innovate and automate repeatable tasks. It would also be music to our ears if you have - Experience with Planhat, Salesforce, or other Customer Success Platforms. 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. Application Ready to make the world feel your work? Please apply, in English.