JOB DESCRIPTION

JOB: CUSTOMER SUCCESS MANAGER EPIDEMIC LEVEL FOR THIS JOB: 11

RESPONSIBILITIES - WHAT

As a Customer Success Manager, you are responsible for account growth, adoption and retention activities for a portfolio of enterprise clients with a large majority of small to mid sized companies, focusing on nurturing and growing Epidemic Sound’s existing B2B business on an international scale. You retain and scale current client contracts and for part of your portfolio scale agreements to new markets and subsidiaries within your accounts. Our Enterprise customers range from production companies, advertising agencies, digital publishers, and brands with audiovisual media at their core. The Customer Success Manager reports to the Head of Customer Success.

● 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 customers of different sizes with a focus on actively increasing product adoption and engagement across the customer’s organization

● Identify, drive and close new sales opportunities in the client portfolio to scale Epidemic Sound’s business with your accounts over time - utilizing a combination of transactional and 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

● Contribute to training and onboarding efforts of new team members

● Confidently speak to the Epidemic Sound product model and the key differences between our product and competing products on the market

● Contribute to team OKRs to ensure initiatives, processes, and programs are achieved

● Stay up to date with trends and best practices within the field

● Other duties, tasks, and responsibilities may be assigned at any time

COMPETENCE REQUIREMENTS

● Bachelor's degree or the equivalent

● 4+ years of relevant Sales/Customer Success experience or

similar, preferably from tech industry

● Experience in B2B enterprise roles developing and growing

business with existing clients with a track record of meeting

and/or exceeding retention and growth targets on a consistent

basis

Epidemic Sound AB, Västgötagatan 2, 118 27 Stockholm, Swe 2

● The ability to bring fresh ideas to the table when it comes to user

adoption and churn mitigation

● Ability to develop trusted relationships quickly and find creative

solutions

● Experience working with both middle management and C-level

executives in a commercial role

● 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 not afraid to fail or make

mistakes. Receptive to feedback and quick to iterate

● Ability to navigate consultative sales and business development conversations from start to finish with several decision makers

● Ability to navigate negotiation conversations and customer issues

with authority and confidence

● Familiarity with Salesforce or Customer Success Platforms such

as Totango, Gainsight, or Planhat

VALUES How we act according to our values is presented here. (Keep this for all jobs).

Epidemic Sound AB, Västgötagatan 2, 118 27 Stockholm, Swe 3