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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 Senior Customer Success Manager based in Berlin, you will drive retention and growth of Epidemic Sound's B2B customer base in the DACH region (Germany, Austria, Switzerland). You will own a portfolio of strategic enterprise clients, acting as their trusted advisor throughout the customer lifecycle. Your focus will be on maximizing contract retention, identifying expansion and upsell opportunities, and ensuring high product adoption across client organizations.
Key responsibilities:
- Develop and execute tailored success plans with assigned B2B clients, defining mutual success metrics and driving measurable outcomes
- Identify expansion and upsell opportunities within your portfolio; collaborate with Growth Managers to scale accounts consultatively
- Manage renewals proactively, maximize retention, and develop turnaround strategies for accounts at churn risk
- Act as the voice of strategic customers internally, channeling feedback to sales, product, music, and marketing teams
- Leverage AI tools (e.g., Claude) to automate workflows, streamline account management, and improve operational efficiency
- Collaborate cross-functionally to drive multi-brand rollouts and resolve adoption challenges with large enterprise customers
You will report directly to the regional Head of Customer Success and work alongside a dynamic commercial team that values proactive problem-solving and creative 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 existing accounts
- Demonstrated success leading multi-brand rollouts across large enterprise customers and turning around stalled adoption
- Strong relationship-building skills, ability to navigate ambiguity, and proficiency using customer usage data to mitigate churn risk
- Experience with Salesforce or dedicated Customer Success platforms (Planhat, Totango, Gainsight) is a plus
