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Epidemic Sound is a global music and sound platform serving streaming, content, and culture industries. With 400+ employees across Stockholm, London, New York, Los Angeles, Berlin, Paris, Oslo, and Seoul, the company combines startup mentality with industry-leading scale.
As a Senior Customer Success Manager based in London, you will own and grow Epidemic Sound's B2B customer relationships in the UK market. Reporting to the regional Head of Customer Success, you will be responsible for retaining and expanding existing client contracts, driving product adoption across platforms and enterprises, and serving as the internal voice of strategic customers.
Key responsibilities:
- Act as a trusted advisor throughout the customer lifecycle, defining mutual success plans and expanding product adoption across your assigned portfolio
- Identify upsell and expansion opportunities, collaborating with Growth Managers to scale accounts consultatively over time
- Manage customer renewals, maximize retention, and develop turnaround strategies for accounts at churn risk
- Collaborate cross-functionally with sales, product, music, and marketing teams to channel customer feedback and leverage the full Epidemic Sound ecosystem
- Use AI tools like Claude to automate workflows, streamline account management, and drive operational efficiency
You will work alongside a dynamic commercial team that values proactive initiative and creative problem-solving, with direct impact on organizational revenue and global brand expansion.
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
- 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 (Planhat, Totango, Gainsight) is a plus
