Associate Customer Success Executive

MPLC; Los Angeles (CA); Remote; USD 55,000 - 65,000; Full time

Benefits offered by this job

Remote work

Health insurance

401(k)

Paid vacation 15 days

Job summary

MPLC in the United States is seeking a proactive Customer Success professional to own a portfolio of existing customers. You will be accountable for minimizing churn, driving renewals and expansion revenue, and ensuring coverage accuracy across all client sites and locations.

You will follow a structured outbound cadence, handle objections, coordinate with Legal and Finance on amendments, keep CRM records up to date, and collaborate with cross-functional teams to protect and grow revenue in a

Qualifications

• 1–2 years of experience in customer success, account management, or licensing.
• Comfortable handling commercial objections, including cost-driven pushback.
• Strong organizational skills and attention to detail.
• Ability to work across internal teams and with client contacts at varying seniority.
• Proficiency with CRM tools.
• Comfort with a high volume of proactive outbound calls.
• Experience with licensing, media, or intellectual property is a plus.

Responsibilities

• Own a portfolio of existing customers and minimize churn while driving renewals and expansion.
• Verify every customer site and location is covered by their license.
• Proactively check in with customers ~90 days before renewal.
• Manage renewals and resolve renewal objections with a consultative approach.
• Coordinate with Legal and Finance on deal amendments and documentation.
• Maintain accurate CRM records and identify upsell opportunities.
• Facilitate timely payment of invoices and address compliance questions.

Skills

Customer success

Tools

CRM tools

Job description

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 1-2 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 $55,000-$65,000
• Remote located in the United States
• Comprehensive health insurance package (medical, dental, sick pay)
• 401(k) retirement plan
• 15 days paid vacation