Senior Customer Success Manager

at  Epidemic Sound

AT EPIDEMIC SOUND, WE MAKE SOUNDTRACKING CONTENT SIMPLE AND INSPIRING WITH UNLIMITED ACCESS TO MUSIC AND SOUND EFFECTS. HEADQUARTERED IN STOCKHOLM, WITH OFFICES ALL OVER THE WORLD, WE ARE A FORCE OF OVER 500 ON A MISSION TO SOUNDTRACK THE WORLD. OUR INNOVATIVE LICENSING MODEL PAVES THE WAY FOR CREATORS - FROM YOUTUBERS TO SMALL BUSINESSES TO THE WORLD’S MOST RECOGNIZABLE BRANDS SUCH AS NETFLIX, REDBULL AND BBC - TO USE SOUND TO ENHANCE THEIR CONTENT WHILE SIMULTANEOUSLY SUPPORTING ARTISTS BOTH FINANCIALLY AND CREATIVELY. EPIDEMIC SOUND MUSIC IS HEARD 2 BILLION TIMES A DAY ON YOUTUBE ALONE AND IS RECOGNIZED AS ONE OF EUROPE’S FASTEST-GROWING COMPANIES BY THE FINANCIAL TIMES. EPIDEMIC SOUND IS BACKED BY EQT, BLACKSTONE, CREANDUM, ATWATER CAPITAL TO NAME A FEW.

We are strengthening our global Enterprise Sales Organization with a customer-centric Senior Customer Success Manager to secure mutually successful business relationships and grow our business with a portfolio of Epidemic Sound’s most strategic enterprise clients.
You have extensive experience from building long term strategic value with enterprise customers from roles such as Customer Success/Account/Client Relationship Management.
Our Enterprise customers include brand, production companies, advertising agencies and digital publishers.

JOB SUMMARY:

• Develop trust and foster relationships with a portfolio of large clients by delivering an exceptional customer experience and defining measurable mutual success plans with clear outcomes and deliverables
• Identify, drive and close new business opportunities within client portfolio
• Be customer obsessed and work strategically towards feature and overall product adoption
• Work strategically and creatively with clients to become their soundtracking partner
• Serve as the link of communication between key customers and internal teams collaborating closely with Tech, Product, Music, Analytics and Marketing
• Resolve any issues and problems faced by customers to build and establish trust
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Be a thought leader, driving key improvement projects and supporting the development of your peers
• Stay up to date with trends and best practices within the field

REQUIREMENTS:

• An active interest or experience working in music and/or media, licensing or video is required
• 6+ years experience in Enterprise focused roles managing complex client relationships
• Experience from working with Global Brands
• Strong track record of meeting and/or exceeding retention and growth targets
• Fluency in German and English, both verbal and written
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Adaptive and not afraid of change within a rapidly growing company
• Bachelor’s degree or the equivalent relevant work experience

To truly succeed in this role, you have a background in complex B2B Customer Success/Account/Client Relationship Management. You are passionate about creating value and the best possible outcome for your customers, as well as growing business and negotiating with senior decision makers.
Driven and with a commercial mindset, you create trust and relevance by understanding the customer needs, business and use cases to establish yourself as a trusted advisor. You are a self-starter with a can-do attitude, and your impeccable social skills turn strong relationships into solid business opportunities. You have an interest in music and the content creation world and experience with music licensing is meritorious.