Senior Customer Success Manager

Nurture and grow Epidemic Sound's existing B2B business in the UK market. Retain and scale current client contracts while driving product adoption and engagement across platforms, brands, and global enterprises. Build trusted partnerships and execute measurable success plans tailored to specific clients. Report directly to the regional Head of Customer Success and collaborate with sales, product & tech, music, and marketing teams.

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 within an AI-forward setting

Requirements

6+ years of relevant Sales or Customer Success experience, preferably within the 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

Nice to have

Experience with Salesforce or dedicated Customer Success platforms such as Planhat, Totango or Gainsight