Customer Success Manager

Creandum; Los Angeles (CA); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Epidemic Sound in Los Angeles is seeking a Customer Success Manager to nurture and grow our North American B2B client base. You will retain contracts, drive product adoption across platforms, and partner with sales, product, music and marketing to align on client success.

You will build trusted relationships, identify upsell opportunities, manage renewals, and use client data to reduce churn. The role reports to the regional Head of Customer Success and embraces an AI-forward approach to

Qualifikationen

• 4+ years of relevant Sales or Customer Success experience.
• Proven track record in B2B enterprise roles.
• Experience leading multi-team rollouts and improving adoption.
• Strong ability to build relationships, navigate ambiguity, and use customer data to mitigate churn.
• Experience with Salesforce or CS platforms such as Planhat, Totango or Gainsight.

Aufgaben

• Act as a trusted advisor throughout the customer lifecycle, defining mutual success plans and expanding product adoption.
• Identify new upsell and expansion opportunities and consultatively scale accounts with Growth Manager.
• Manage customer renewals, maximize contract retention, and develop turnaround strategies for at-risk accounts.
• Collaborate cross-functionally with sales, product, music, and marketing to channel customer feedback and utilize Epidemic Sound ecosystem.
• Leverage AI tools to automate workflows and drive operational efficiency.

Kenntnisse

Relationship-building

Customer success

B2B sales

Data-driven decisions

Strategic thinking

Tools

Salesforce

Planhat

Totango

Gainsight

Jobbeschreibung

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 Customer Success Manager, you will play a crucial role in nurturing and growing Epidemic Sound’s existing B2B business in North America. Your role will be to retain and scale current client contracts while driving product adoption and engagement across platforms, brands, and global enterprises.

By building trusted partnerships and executing measurable success plans tailored to your specific clients, you directly secure organizational revenue and expand our brand's global footprint. You will join a dynamic commercial team reporting directly to the regional Head of Customer Success, working alongside cross-functional peers who value proactive initiative and creative problem-solving. In this position, you will collaborate closely with sales, product & tech, music, and marketing teams to act as the true voice of our strategic B2B customers internally.

Your key responsibilities include

• Act as a trusted advisor throughout the customer lifecycle, defining mutual success plans and expanding product adoption across your assigned portfolio.
• Identify new upsell and expansion business opportunities and collaborate with your Growth Manager to consultatively scale accounts over time.
• Manage customer renewals, maximize contract retention, and proactively develop turnaround strategies for accounts flagged with churn risk.
• Collaborate cross-functionally with internal sales, product, music, and marketing teams to channel customer feedback and fully utilize the Epidemic Sound ecosystem.
• Leverage AI tools like Claude to automate workflows, streamline account management processes, and drive operational efficiency within an AI-forward setting.

Requirements

• 4+ years of relevant Sales or Customer Success experience, preferably within the technology, SaaS or media industries.
• Proven track record in B2B enterprise roles focused on developing, retaining, and growing business with existing accounts.
• Track record of leading multi-team rollouts and turning around adoption when it stalls.
• Strong capacity to build relationships quickly, navigate ambiguity, and utilize customer usage data to mitigate churn risk.
• It would also be music to our ears if you have experience with Salesforce or dedicated Customer Success platforms such as Planhat, Totango or Gainsight.

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.