Senior Customer Success Manager

The role

You will nurture and grow the existing B2B business in North America. You will retain and scale client contracts while driving product adoption and engagement across platforms, brands, and global enterprises.

What you will do

• Act as a trusted advisor throughout the customer lifecycle
• Define mutual success plans and expand product adoption
• Identify new upsell and expansion business opportunities
• Collaborate with Growth Manager to scale accounts
• Manage customer renewals and maximize contract retention
• Develop turnaround strategies for accounts flagged with churn risk
• Collaborate cross-functionally with sales, product, music, and marketing teams
• Channel customer feedback internally
• Leverage AI tools like Claude to automate workflows and drive efficiency

Required qualifications

• 6+ years of relevant Sales or Customer Success experience
• Proven track record in B2B enterprise roles focused on developing, retaining, and growing business with existing accounts
• Track record of leading multi-brand rollouts across large enterprise customers and turning around adoption when it stalls
• Strong capacity to build relationships quickly
• Navigate ambiguity
• Utilize customer usage data to mitigate churn risk

Nice to have

• Experience within the technology, SaaS or media industries
• Experience with Salesforce or dedicated Customer Success platforms such as Planhat, Totango or Gainsight

About the company

Epidemic Sound is an industry leader with a startup mentality of 400+ innovators. They blend tech with soundtracking to transform the sound of streaming, content, and culture.