Full timeCustomer Service

Senior Customer Success Manager

Epidemic SoundBerlin🇩🇪Germany

Why this role stands out

This hybrid role offers significant growth potential within a renowned industry leader, allowing you to directly impact global revenue and brand expansion by building strong client partnerships. You'll thrive here if you are a proactive, creative problem-solver eager to collaborate with diverse teams and drive customer success in the dynamic DACH region. Don't miss this exciting opportunity to advance your career and make your mark!

Quick overview

SeniorityMid Senior

Employment typeFull Time

Work modeHybrid

LocationBerlin, Germany

Customer SuccessGainsight

Job description

Join our global force of 400+ innovators, blending the latest in tech with the greatest in soundtracking, from our Stockholm HQ to offices in London, New York, Los Angeles, Berlin, Paris, Oslo, and Seoul. We’re an industry leader with a startup mentality. We take what we do seriously, but we don’t take ourselves too seriously. Creating and collaborating to transform the sound of streaming, content, and culture. Come join us, and let the world feel your work.

As a Senior Customer Success Manager, you will play a crucial role in nurturing and growing Epidemic Sound’s existing B2B business in the DACH region. Your role will be to retain and scale current client contracts while driving product adoption and engagement across platforms, brands, and global enterprises.

By building trusted partnerships and executing measurable success plans tailored to your specific clients, you directly secure organizational revenue and expand our brand's global footprint. You will join a dynamic commercial team reporting directly to the regional Head of Customer Success, working alongside cross-functional peers who value proactive initiative and creative problem-solving. In this position, you will collaborate closely with sales, product & tech, music, and marketing teams to act as the true voice of our strategic B2B customers internally.

Your key responsibilities include

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-brand rollouts across large enterprise customers and turning around adoption when it stalls.
Strong capacity to build relationships quickly, navigate ambiguity, and utilize customer usage data to mitigate churn risk.
Fluency in German at a C2 / native level, with strong written and spoken communication skills suitable for managing high-stakes B2B relationships.
It would also be music to our ears if you have experience with Salesforce or dedicated Customer Success platforms such as Planhat, Totango or Gainsight.

Equal opportunity employer
We believe that bringing people together from different backgrounds, experiences and perspectives makes for a healthy workplace, a more successful business and a better world. We value diversity and encourage everyone to come and soundtrack the world with us.

Application
Ready to make the world feel your work? Please apply, in English.