4+ years in Customer Success, Account Management, or commercial roles in SaaS or Media.
Experience managing a high-volume portfolio with a digital-first support model.
Strong data analysis skills to create actionable retention strategies.
Proven success in meeting or exceeding retention and expansion targets.
Exceptional English communication skills for digital engagement.
Proactive mindset with a focus on innovation and automation.
Responsibilities
Drive customer adoption and retention through digital engagement strategies.
Act as a digital advisor for a diverse portfolio of creators.
Serve as the face of Epidemic Sound while maintaining a digital-first approach.
Analyze usage data to identify churn risks and implement mitigation tactics.
Collaborate with Growth Managers to uncover expansion opportunities.
Work with CRM, Finance, and Legal teams for efficient service delivery.
Benefits
Opportunity to redefine customer success strategies in a dynamic environment.
Collaborative work culture with cross-functional teams.
Access to a vast library of music and sound effects for creative projects.
Potential for professional growth within a rapidly expanding company.
Full Job Description
As a Digital Customer Success Manager, you will play a crucial role in our US Enterprise team. Your role will be to redefine how we support and scale our mid-market Customers through a sophisticated inside, digital-first motion.
This role is the engine behind our one-to-many customer success strategy, ensuring that hundreds of production companies, broadcasters, and brands across the Americas are successfully soundtracking their stories. By blending data-driven insights with a passion for creative workflows, you will ensure our users are fully adopting our library of 55,000+ tracks. You will collaborate closely with Growth Managers to identify growth leads and work with our CRM, Finance, and Ops teams to scale our workflows and keep the engine running smoothly.
Your key responsibilities include:
Drive high-volume customer adoption and retention through automated, digital-led engagement strategies and one-to-many programs.
Act as a digital advisor for a diverse portfolio, helping creators from brands to digital publishers maximize the value of our music and sound effects.
Be the face of Epidemic Sound to this customer cohort as required, but adopt a digital first scaled motion to take customers through phased journeys of adoption, retention, development etc.
Analyze usage data and engagement metrics to proactively identify churn risks and implement scalable mitigation tactics.
Partner with Growth Managers to highlight expansion opportunities within your portfolio, directly impacting our revenue growth.
Collaborate with the CRM, Finance, and Legal teams to ensure seamless and efficient service delivery
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.
A proactive, self-starter mindset with the ability to innovate and automate repeatable tasks.
It would also be music to our ears if you have
Experience with Planhat, Salesforce, or other Customer Success Platforms.
Application
Ready to make the world feel your work? Please apply, in English.
About Epidemic Sound
Epidemic Sound is a Swedish music company that produces and licenses music for use in videos, TV, and other media. The company was founded in 2009 by Oscar Höglund, David Stenmarck, and Jan Zachrisson. Epidemic Sound's music library contains over 30,000 tracks, and the company has licensing agreements with major platforms such as YouTube, Facebook, and Instagram. Epidemic Sound's mission is to provide high-quality music that content creators can use without worrying about copyright issues.
