Associate, Customer Success

Kobalt Music; Nashville (TN); On-site; USD 52,000 - 76,000; Full time

Job summary

Kobalt Music Group is seeking a Customer Success Associate to be the primary contact for our members, handling inquiries with Zendesk and collaborating across teams to enhance our services.

You will help onboard clients, assist with catalog ingestion and data clean-up, and manage client accounts for royalty statements and ongoing administration during publishing and administration agreements.

Qualifications

• 1-3 years of relevant experience or a similar role.
• Strong organizational and prioritization skills with the ability to remain calm under pressure and complete tasks efficiently.
• A collaborative team player who is adaptable and confident in a fast-paced, evolving environment.
• High level of integrity and trustworthiness, with the ability to handle confidential information sensitively.

Responsibilities

• Provide support to the Kosign team with scheduled administrative tasks as well as Kosign’s clients responding to queries via Zendesk.
• Ensure Kosign has all relevant information required for successful client onboarding and assist with ongoing catalog ingestion and data clean-up.
• Maintain and optimize client account information for efficient catalog registration, royalty collection, and ongoing administration for client agreements.
• Work cross-functionally with Kosign’s Operations department to support production and distribution of client royalty statements, and understand Kosign’s services and systems.
• Coordinate and delegate Core team duties such as pre-statement and post-statement tasks, ensuring timely and accurate completion.
• Design and develop new processes to enhance efficiency and track performance metrics of new processes.

Skills

Customer-focused communication

Organizational skills

Team collaboration

Adaptability

Tools

Zendesk

Job description

The Role

As a Customer Success Associate, you will serve as the primary point of contact for our members, managing inquiries and ensuring a seamless experience. You will leverage Zendesk to respond to member questions and collaborate cross-functionally to enhance our services. We are looking for a proactive, adaptable team player with an entrepreneurial spirit who thrives in a dynamic environment. Strong communication skills and a customer-first mindset are essential for this role.

What You’ll Do

• You provide support to the Kosign team with scheduled administrative tasks as well as Kosign’s clients responding to queries via Zendesk.
• You ensure that Kosign has all relevant information required for a successful client onboarding and assist with ongoing catalog ingestion and data clean-up.
• You maintain and optimize client account information, ensuring that Kosign is well-positioned for efficient catalog registration, royalty collection, and ongoing administration for the duration of our clients’ publishing and administration agreements.
• You work cross-functionally with Kosign’s Operations department to support the accurate production and distribution of client royalty statements, developing and maintaining a thorough understanding of Kosign’s services, and its internal systems and operations.
• You coordinate and delegate Core team duties such as pre-statement and post-statement tasks, ensuring timely and accurate completion.
• You design and develop new processes to enhance the efficiency and effectiveness of team operations. In addition, tracking the performance of new processes, analyzing key metrics to assess their impact on team productivity and task completion.
• Additional duties as assigned.

What You’ll Bring

Preferred:

• 1-3 years of relevant experience or a similar role.
• Strong organizational and prioritization skills with the ability to remain calm under pressure and complete tasks efficiently.
• A collaborative team player who is adaptable and confident in a fast-paced, evolving environment.
• High level of integrity and trustworthiness, with the ability to handle confidential information sensitively.

Additional Skills That Could Add Value:

• Previous experience in music administration and/or music publishing is a plus.

Interview Process

• Introductory call with a member of our Recruitment Team
• Onsite interview with hiring manager and team member
• Virtual interview with team member

What Success Looks Like

• By Month 3: You’ll have a strong understanding of Kobalt’s contract administration workflows and systems, independently onboarding standard agreements and copyrights.
  By Month 6: You’ll confidently manage more complex agreements and amendments, supporting cross-functional teams with accurate contract interpretation.
  By Year 1: You’ll be contributing to process improvements, supporting team development, and acting as a trusted point of reference for contract-related queries.

Key Behaviors for Success

• Attention to Detail: Applies careful, considered judgement when interpreting contracts, ensuring accuracy and consistency across systems.
• Ownership & Accountability: Takes responsibility for work end-to-end, following issues through to resolution and escalating thoughtfully when needed.
• Collaboration & Knowledge Sharing: Works closely with Business Affairs, Operations, and junior team members to ensure shared understanding and consistent execution.

Why Choose Us

At Kobalt, we’ve championed creators since 2000. Our technology and music services are built to make the industry more transparent, fair, and rewarding for artists, songwriters, and rights holders. We’re proud to work with some of the world’s most influential talents including Phoebe Bridgers, Sam Fender, Paul McCartney, Foo Fighters, Karol G, Young Thug, Kali Uchis, and Andrew Watt as well as acclaimed writers like Simon Aldred (Rag'n'Bone Man, Liam Gallagher, Celeste) and Clarence Coffee Jr. (Dua Lipa, Lizzo, The Snuts).

We’re a company that thrives on creativity, collaboration, and progress. Our values: Music First, Transparent, Tech Powered, and Transformative. Shape how we work, build, and grow together. We are a community of people who care deeply about making a meaningful impact in music and technology.

Kobalt is an equal opportunity employer. We believe in equitable access to opportunities and are committed to building a diverse, inclusive, and supportive workplace. We welcome applications from people of all backgrounds and identities. If you need any adjustments during the hiring process, please let us know we’re happy to help.