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Epidemic Sound is a global leader in music licensing and soundtracking for streaming, content, and culture, with 400+ employees across offices in Stockholm, London, New York, Los Angeles, Berlin, Paris, Oslo, and Seoul.
As a Customer Success Manager based in Los Angeles, you will nurture and grow Epidemic Sound's B2B business in North America. You will retain and scale existing client contracts while driving product adoption and engagement across platforms, brands, and global enterprises. By building trusted partnerships and executing measurable success plans tailored to specific clients, you directly secure organizational revenue and expand the company's global footprint.
You will report directly to the regional Head of Customer Success and work alongside a dynamic commercial team, collaborating closely with sales, product & tech, music, and marketing teams. You will serve as the voice of strategic B2B customers internally.
Key responsibilities:
- Act as a trusted advisor throughout the customer lifecycle, defining mutual success plans and expanding product adoption across your assigned portfolio
- Identify new upsell and expansion business opportunities and collaborate with your Growth Manager to consultatively scale accounts over time
- Manage customer renewals, maximize contract retention, and proactively develop turnaround strategies for accounts flagged with churn risk
- Collaborate cross-functionally with internal sales, product, music, and marketing teams to channel customer feedback and fully utilize the Epidemic Sound ecosystem
- Leverage AI tools like Claude to automate workflows, streamline account management processes, and drive operational efficiency
Requirements:
- 4+ years of relevant Sales or Customer Success experience, preferably within technology, SaaS, or media industries
- Proven track record in B2B enterprise roles focused on developing, retaining, and growing business with existing accounts
- Track record of leading multi-team rollouts and turning around adoption when it stalls
- Strong capacity to build relationships quickly, navigate ambiguity, and utilize customer usage data to mitigate churn risk
- Experience with Salesforce or dedicated Customer Success platforms such as Planhat, Totango, or Gainsight is a plus
