Join our global force of 500+ innovators, blending the latest in tech with the greatest in soundtracking, from our Stockholm HQ to offices in London, New York, Los Angeles, Berlin, 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 SMB Customer Success Manager you are part of our Enterprise business and the US Enterprise team. You are responsible for a portfolio of mid market customers who subscribe to our music platform. Your key focus is to ensure adoption of our services and ensure customer satisfaction. You will work with customers from production companies, broadcasters, advertising agencies, digital publishers, and brands and across North and South America.

Job Summary:

• Manage and take ownership of a portfolio of mid-market customers, driving adoption, ensuring customer satisfaction, and maintaining a stable account base
• In addition to driving retention, focus on identifying accounts with growth potential and partnering with Account Executives to support upsell opportunities
• Act as a trusted advisor by engaging with customers in their workflow, ensuring they maximize the value of our platform and extensive music library of 50,000 tracks and 200,000 sound effects
• Collaborate with the CRM, Finance, and Legal teams to ensure seamless and efficient service delivery
• Identify potential churn risks by analyzing usage data, customer engagement, and feedback, and develop retention strategies
• Support team objectives by driving the success of key initiatives, processes, and programs

Requirements:

You have a passion for music and/or the creative content industry. You enjoy working closely with customers, acting as a strategic advisor focused on their success. You are highly organized, detail-oriented, and a self-starter with a strong understanding of customer needs and the ability to build lasting partnerships. You have experience working in a high volume one-to-many support model with customers. You are an excellent communicator, both written and verbal, and fluent in English.

• 5+ years of experience in commercial roles such as Customer Success, Account Management, Business Development, Management Consulting or complex Sales.
• Highly proficient in data analysis and problem-solving.
• Commercial mindset with proficiency in serving customers both online and through relationship-building.
• Track record of meeting or exceeding retention and expansion targets consistently.
• Ability to innovate in user adoption and churn mitigation strategies.
• Enthusiasm for leveraging Music, Media, and SaaS solutions to drive customer scalability.
• Proactive self-starter with strong reliability and strong attention to detail.
• Comfortable with ambiguity and receptive to feedback.
• Ability to streamline and automate repeatable tasks, enabling a one-to-many approach while continuing to deliver a white-glove customer experience.
• Familiarity with Salesforce or Customer Success Platforms is advantageous. Experience with Planhat is preferred.
• Proficiency in English is required.

Compensation:
This is a full-time, hybrid position, based in New York City. This position has a base compensation span of $88,000 - $112,000 yearly dependent upon experience.
Benefits include dental, health, medical, and vision plan options, 30 days vacation a year accrual, 6 months parental leave, 401k saving, and wellness benefits.

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.

Application
Ready to make the world feel your work? Please apply, in English, by clicking the link “interested” below.