Customer Success Executive

MPLC; Eastbourne; Remote; GBP 36,000 - 38,000; Full time

Benefits offered by this job

Remote work

25 days holiday

Private medical insurance (AXA)

Life assurance

Salary sacrifice pension

Job summary

MPLC is seeking a Customer Success Executive to own a portfolio of existing customers, take direct accountability for minimizing churn within that book, and drive renewal and expansion revenue while ensuring every customer site and location is properly licensed. This role requires proactive outbound calling, strong CRM discipline, and collaboration with Sales, Legal and Finance.

You’ll handle objections, monitor usage, ensure invoices are paid on time, and help grow net revenue retention across

Qualifications

• 2-5 years of experience in customer success, account management, or licensing; track record of renewals and reducing churn.
• Comfortable handling commercial objections in a calm, consultative way.
• Strong organizational skills and attention to detail.
• Able to work with internal teams and client contacts at varying seniority levels.
• Proficient with CRM tools and data management.
• Comfortable with a high volume of proactive outbound calls.

Responsibilities

• Own a portfolio of existing customers and minimize churn while driving renewal and expansion revenue.
• Confirm every customer site and location is properly covered by their license.

Skills

Customer success

CRM software

Outbound calls

Renewals & churn

Account management

Tools

CRM systems

Job description

MPLC provides a legal way to show movies and TV in public or commercial spaces across the globe. Our business has been running for over 30 years, and we are the number one trusted partner to studios and producers for public performance licensing. We work with every major Hollywood studio and hundreds of independents, and we are a key player in the entertainment and intellectual property ecosystem.

We are on a truly exciting journey as a company. We're growing quickly, investing in our teams, and have bold plans for the future. To support that growth, we're looking for a Customer Success Executive to join our Customer Success Team.

The job in two bullet points:

• Own a portfolio of existing customers and take direct accountability for minimizing churn within that book, alongside driving renewal and expansion revenue.
• Ensure coverage completeness by confirming every customer site and location, including newly added ones, is properly covered by their license.

Responsibilities

• You have 2-5 years of experience in customer success, account management, or licensing, with a track record of managing renewals and mitigating churn.
• You are comfortable handling commercial objections, including cost-driven pushback, in a calm and consultative way.
• You have strong organizational skills and attention to detail.
• You are comfortable working across internal teams and directly with client contacts at varying seniority levels.
• You are proficient with CRM tools.
• You are comfortable with a high volume of proactive outbound calls as a core, everyday part of the role.
• Experience with licensing, media, or intellectual property is a plus.

Let's be honest!

This is a proactive, commercially focused customer success role. You will be responsible for renewal and expansion revenue, minimizing churn, confirming coverage accuracy, handling objections, and following up on payment. Collected revenue, not simply a signed renewal, is what counts toward your book of business and your results in this role. As a function, this team is a net revenue retention play. The goal is to move net revenue retention from 102% to 105% in Year 1, calculated as expansion plus renewal minus churn. Individual measures roll up to the team's overall net revenue retention target, not a standalone quota.

Requirements

This position runs on a structured outbound calling cadence, proactively checking in with every customer approximately 90 days ahead of their renewal date to confirm coverage, catch any new sites or locations, and resolve compliance questions well before renewal. You will monitor customer usage declarations against public sources, provide compliance assurance, handle renewal objections, identify and close upsell opportunities, and take direct ownership of ensuring customer invoices are paid in full and on time. You will also coordinate with Legal and Finance on deal amendments and documentation, maintain accurate CRM records, and elevate the most complex renewal objections, compliance questions, or at-risk accounts to a senior colleague.

Benefits

• Salary band: £36,000–£38,000 depending on experience.
• Remote Working
• 25 days’ holiday plus bank holidays
• Private medical insurance (AXA), including dental, optical and 24/7 GP access.
• Life assurance at 3x base salary (Legal & General).
• Salary sacrifice pension with Aviva, 4% employer contribution.