Customer Success Manager – 4939

We are looking for a Senior Customer Success Manager to join our Enterprise team in South Korea.

Job Summary:

We are strengthening our global Enterprise Sales Organization with a growth-focused Senior Customer Success Manager to secure mutually successful business relationships and grow our business with a portfolio of Epidemic Sound’s enterprise clients across APAC. Our Enterprise customers include production companies, broadcasters, advertising agencies, digital publishers, and brands with audiovisual media at their core.

Responsibilities:

• Act as a trusted partner throughout the Customer’s lifecycle by delivering an exceptional customer experience and defining measurable mutual success plans with clear outcomes and deliverables
• Onboard, develop, and nurture new, key customers with a focus on actively increasing product adoption and engagement across the customer’s organization
• Identify, drive and close new business opportunities in your client portfolio to significantly scale Epidemic Sound’s business with your key accounts over time – utilizing consultative sales skills
• Manage customer renewals and increase customer retention by staying in regular contact with key contacts and performing strategic business reviews with decision-makers for alignment of objectives and outcomes.
• Take a holistic approach to discover your customer’s business needs and work with the customer to define strategic solutions to meet those needs
• Identify early warning signs that an account may be likely to churn by analyzing usage data, customer engagement, and customer feedback and develop strategies to retain and turn around these high-risk accounts
• Collaborate with our sales, product & tech, music and marketing teams to ensure Epidemic Sound’s Ecosystem is fully utilized to deliver an exceptional customer experience
• Confidently speak to the Epidemic Sound product model and the key differences between our product and competing products on the market
• Actively work with our sales team to seek out and lead cross-sell initiatives and opportunities
• Act as a trusted representative of the enterprise success team internally by developing an expert-level understanding of both the Epidemic Sound product and enterprise offering
• Be a thought leader on the Customer Success team–bring new ideas to the table and actively seek out opportunities to support and enable fellow team members
• Stay up to date with trends and best practices within the field

Requirements:

To truly succeed in this role, you probably have a background in customer success/sales where experience with music licensing is meritorious. 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. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted partner. You are a self-starter who takes the necessary initiatives to get things done, and your impeccable social skills turn strong relationships into solid business opportunities

Preferred Qualifications/ Bonus Skills:

• Bachelor’s degree or the equivalent relevant work experience
• 6+ years of relevant Sales/Customer Success experience or similar, preferably from the tech and/or music industry
• Experience in B2B enterprise roles developing and growing business with new and /or existing clients with a track record of meeting and/or exceeding retention and growth targets on a consistent basis
• Ability to develop trusted relationships quickly and find creative solutions
• Comfortable developing strong relationships and working closely with middle management and C-level executives from both a relationship building and a sales/business development perspective
• Passionate about helping prospective customers scale up their business through Music, Media, and SaaS solution
• Proactive self-starter who takes the initiative to get things done. High reliability, detail-oriented, and outstanding follow-through
• Comfortable with ambiguity and trying new things, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate
• Ability to navigate advanced sales and business development conversations from start to finish with senior decision makers and multiple stakeholders involved at large companies
• Familiarity with Salesforce and/or Customer Success Platforms such as Totango, Gainsight, or Planhat
• Fluency in English and Korean is required
• Experience from the music industry or music licensing is meritorious