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Epidemic Sound, a global leader in music and sound effects for streaming and content creation, is seeking a Digital Customer Success Manager to join its US Enterprise team in New York. The company operates from Stockholm HQ with offices across London, New York, Los Angeles, Berlin, Paris, Oslo, and Seoul, serving 400+ employees.
In this role, you will be the engine behind Epidemic Sound's one-to-many customer success strategy, managing digital-first engagement for hundreds of production companies, broadcasters, and brands across the Americas. You'll ensure customers successfully adopt and maximize value from the platform's library of 55,000+ tracks and sound effects.
Key responsibilities:
- Drive high-volume customer adoption and retention through automated, digital-led engagement strategies and one-to-many programs
- Serve as a digital advisor to a diverse portfolio of creators and brands, helping them maximize the value of Epidemic Sound's music and sound effects
- Adopt a digital-first, scaled motion to guide customers through phased adoption, retention, and development journeys
- Analyze usage data and engagement metrics to proactively identify churn risks and implement scalable mitigation tactics
- Partner with Growth Managers to identify and highlight expansion opportunities within your portfolio, directly impacting revenue growth
- Collaborate with CRM, Finance, and Legal teams to ensure seamless and efficient service delivery
You will work closely with Growth Managers, CRM, Finance, and Ops teams to scale workflows and maintain operational efficiency. The role blends data-driven insights with an understanding of creative workflows to support a diverse customer base.
REQUIREMENTS:
- 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, with the ability to influence and engage customers through digital channels
- 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
