Customer Success Executive

MPLC; Los Angeles (CA); Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Remote located in the United States

Comprehensive health insurance package

401(k) retirement plan

15 days paid vacation

Job summary

MPLC is seeking a proactive Customer Success professional in the United States to own a portfolio of existing customers, minimize churn, and drive renewal and expansion revenue. You will ensure coverage for every customer site and location and handle renewal objections, staying aligned with Legal and Finance on deal amendments.

This role values 2–5 years in customer success, account management, or licensing, proficiency with CRM tools, and comfort with high-volume outbound calls.

Qualifications

• 2–5 years of experience in customer success, account management, or licensing.
• Experience handling renewals, mitigating churn.
• Strong organizational skills and attention to detail.
• Comfort working with client contacts at varying seniority.
• Proficient with CRM tools.
• Comfortable with high-volume outbound calls.
• Experience with licensing, media, or IP is a plus.

Responsibilities

• Own a portfolio of existing customers and drive renewals and expansion revenue.
• Confirm that every customer site and location is covered by the license.
• Proactively check in with customers ~90 days before renewal to ensure coverage.
• Monitor usage declarations against public sources and provide compliance assurance.
• Coordinate with Legal and Finance on deal amendments and documentation.

Skills

Customer success

Account management

Licensing

CRM tools

Outbound calls

Renewals

Tools

CRM software

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.

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 Range: $65,000 – $75,000
• Remote located in the United States
• Comprehensive health insurance package (medical, dental, sick pay)
• 401(k) retirement plan
• 15 days paid vacation