Role OverviewAs an Enterprise Customer Success Manager, you will own the success and retention of a portfolio of Easol's enterprise creators in the US.
You'll build trusted relationships across each account, understand how their businesses operate, and help them get the most value from Easol across their customer journey - from complex implementations and major launches through ongoing account strategy, adoption and renewal.
This is a relationship-led role, but we are looking for someone who is also comfortable getting into the detail. You should be confident in managing complex projects with multiple stakeholders, troubleshooting platform or reporting issues, investigating data discrepancies, understanding setup and configuration, and working closely with Product, Engineering and Solutions when deeper technical support is required.
As Easol continues to develop as an AI-native platform, you'll also play a key role in helping creators understand, adopt and realise value from our AI products and capabilities, while advocating for their needs and helping shape the future of the platform.
Success in this role means your creators are successfully launched, retained, actively using Easol and view you as a trusted strategic partner who understands both their business and the platform.
Responsibilities & Duties- Own a portfolio of enterprise creators, building strong, multi-threaded relationships across operational and executive stakeholders, taking accountability for their overall success and retention, and proactively identifying and managing risks.
- Understand each creator's business model, priorities and goals, developing strategic account plans and leading QBRs and regular business reviews, using account health data and CS tooling to identify risks, opportunities and next steps.
- Lead complex implementations, major launches and creator initiatives, managing project timelines, dependencies, risks and stakeholder alignment across internal and external teams.
- Support creators through major on-sales and key trading periods, proactively coordinating internal teams to ensure successful delivery and resolve issues as they arise.
- Identify and surface expansion and cross-sell opportunities, partnering closely with Sales to progress them through strong customer relationships and commercial insight.
- Champion the adoption of Easol's AI products and capabilities, helping creators identify relevant use cases, understand their value and successfully integrate AI-powered workflows into their operations.
- Independently troubleshoot platform, reporting and configuration issues, using data, dashboards and exports to diagnose problems and provide creators with clear answers.
- Partner closely with Product, Engineering, Solutions and Event Operations to resolve complex issues, providing clear context, coordinating specialist support and driving issues through to resolution.
- Act as the voice of the creator internally, translating feedback, operational challenges and business requirements into actionable product insights that help influence priorities and shape Easol's roadmap.
- Maintain strong product knowledge and advise creators on how to best use Easol's capabilities to improve their customer experience and operational performance.
- Represent Easol onsite at key creator events, launches and strategic meetings to strengthen relationships and support successful delivery.
- Contribute to the continued development of Easol's Customer Success approach, including account planning, processes, tooling, automation and scalable ways of working.
Requirements- 4+ years of experience in Customer Success or Account Management within SaaS/B2B, with demonstrated experience independently owning and managing a portfolio of customers, including responsibility for account health, retention and long-term success.
- Experience leading complex implementations, launches or customer projects involving multiple internal and external stakeholders.
- Strong project management skills, with the ability to manage timelines, dependencies, competing priorities and stakeholder expectations without losing sight of the bigger picture.
- Strong relationship-building skills, including the confidence to work with senior and executive stakeholders.
- Strong technical aptitude and a willingness to get into the detail - you should be comfortable troubleshooting platform and data issues rather than immediately escalating them.
- Comfortable investigating reporting discrepancies, working with data exports and dashboards, and understanding how configuration or setup can affect customer outcomes.
- Able to communicate technical issues clearly to both customers and internal technical teams.
- Commercially aware, with the ability to recognise expansion opportunities and understand the wider business context of your accounts.
- Comfortable working with AI-native platforms, with an understanding of how AI can improve customer workflows and business outcomes. Confident demonstrating, positioning and driving adoption of AI-powered products with customers.
- Highly organised and able to manage multiple complex accounts, launches and competing priorities.
- Comfortable operating in a fast-moving environment where you are expected to take ownership and make decisions.
- Strong written and verbal communication skills.
- Willingness to travel across the US for key creator events and strategic meetings.
- Bonus points if you've worked in music, ticketing, live events, hospitality, travel, e-commerce or another vertical SaaS environment with complex customer operations.
$100,000 - $120,000 a year
Compensation- Base salary: $100,000-$120,000 annually
- Target annual performance bonus (paid quarterly): 15% of base salary
- Total target cash compensation: $115,000-$138,000 annually
What you'll enjoy at EasolYou'll have real visibility of what's happening in the business. We have weekly company meetings, where we all get together to discuss our wins, learning opportunities, our goals and direction.
🗣 There is an open forum for you to have your say in what we do and how we do it. We empower our team to share their ideas - no egos here!
You'll have access to our incredible perks, such as a company-funded "deep week", where you can travel to a destination of choice and have dedicated time to focus on a project that is important to you without distraction.
In addition to that, we offer a monthly contribution towards a gym membership and your mobile phone contract, an annual personal development budget, support to choose your own equipment and a lot more.
You'll have 33 days of holidays, inclusive of public holidays.
Employees of all backgrounds and physical abilities will be supported by us in every way possible to thrive.
