Digital Customer Success Manager

The role

You will redefine how the US Enterprise team supports and scales mid-market customers through a digital-first motion. You will drive customer adoption and retention for production companies, broadcasters, and brands across the Americas using data-driven insights.

What you will do

• Drive high-volume customer adoption and retention through automated, digital-led engagement strategies and one-to-many programs.
• Act as a digital advisor for a diverse portfolio to maximize the value of music and sound effects.
• Adopt a digital first scaled motion to take customers through phased journeys of adoption, retention, and development.
• Analyze usage data and engagement metrics to identify churn risks and implement mitigation tactics.
• Partner with Growth Managers to highlight expansion opportunities.
• Collaborate with CRM, Finance, and Legal teams to ensure efficient service delivery.

Required qualifications

• 4+ years of experience in Customer Success, Account Management, or commercial roles within a SaaS or Media environment.
• Proven track record of managing a high-volume portfolio using a digital-first or one-to-many support model.
• Advanced proficiency in data analysis and the ability to turn metrics into actionable retention strategies.
• Track record of meeting or exceeding retention and expansion targets consistently.
• Exceptional communication skills in English.
• A proactive, self-starter mindset with the ability to innovate and automate repeatable tasks.

Nice to have

• Experience with Planhat, Salesforce, or other Customer Success Platforms.

About the company

Epidemic Sound is an industry leader with a startup mentality, blending tech with soundtracking. They have a global force of 400+ innovators with offices in Stockholm, London, New York, Los Angeles, Berlin, Paris, Oslo, and Seoul.