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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. The company operates with a startup mentality while maintaining industry-leading scale.
As a Senior Customer Success Manager based in New York, you will drive retention and expansion of Epidemic Sound's B2B customer base in North America. Reporting to the regional Head of Customer Success, you will own a portfolio of strategic enterprise clients, acting as their trusted advisor throughout the customer lifecycle.
Key responsibilities:
- Develop and execute tailored success plans for assigned accounts, defining mutual success metrics and driving product adoption across platforms and brands
- Identify and pursue upsell and expansion opportunities in collaboration with the Growth Manager, scaling accounts consultatively over time
- Manage renewals and contract retention; proactively develop turnaround strategies for accounts at churn risk
- Serve as the internal voice of strategic B2B customers, collaborating with sales, product, music, and marketing teams to channel feedback and drive cross-functional initiatives
- Leverage AI tools (including Claude) to automate workflows, streamline account management, and improve operational efficiency
You will work alongside a dynamic commercial team that values proactive initiative, creative problem-solving, and cross-functional collaboration.
Requirements:
- 6+ years of relevant Sales or Customer Success experience, preferably in technology, SaaS, or media industries
- Proven track record in B2B enterprise roles focused on developing, retaining, and growing business with existing accounts
- Demonstrated success leading multi-brand rollouts across large enterprise customers and turning around adoption when it stalls
- Strong relationship-building skills, ability to navigate ambiguity, and capacity to utilize customer usage data to mitigate churn risk
Preferred qualifications:
- Experience with Salesforce or dedicated Customer Success platforms (Planhat, Totango, Gainsight)
