Customer Success Manager
Soundstripe | Nashville, TN
Posted here August 13
Founded and operated in the heart of music city, Soundstripe is one of the fastest growing music technology companies to emerge in the last 5 years. Providing quality music to tens of thousands of video creators - from YouTubers to freelance videographers, nonprofits and Fortune 1000 companies - we believe individual experience and cultural fit are as valuable to our team as resume credentials. We seek the strongest talent in the industry to join us on our mission to Keep Creatives Creating and believe every Soundstripe employee’s alignment with our Core Values is the key to our success.
Soundstripe is The Tennessean's #1 Top Workplace in 2019 for small businesses, and one of the best startup cultures in Nashville. Our Core Values influence every decision our organization makes. We believe these values are what has made Soundstripe special and what has and will continue to drive our growth and success.
Provide all customers with genuine and whimsical care.
Confront harsh realities with optimism.
Keep it light.
Strive to always grow and learn.
Develop and practice honest communication.
Make it better.
Date the model. Marry the mission.
Be humble and retain a giving and serving heart and mind.
Quality over quantity.
Done is better than perfect.
Soundstripe is looking for an experienced, results-driven Customer Success leader. Reporting to the VP of Customer Care, our Customer Success Manager will lead a team of specialists working to support all aspects of the post-sales customer lifecycle. Responsible for customer retention and the prevention of churn across our customer base, our Customer Success Manager will be responsible for analyzing, anticipating, and enhancing the ‘health’ of our customers, ensuring they grow into Soundstripe promoters.
As Customer Success Manager, responsibilities include but are not limited to:
Building an effective Customer Success team. Managing vision and purpose, setting clear measures for success, and monitoring and measuring the work of Soundstripe’s Customer Success Concierges.
Enhancing Soundstripe’s customer on-boarding, collaborating with the Marketing, Product, and Engineering teams to facilitate a genuine and whimsical new member experience.
Supporting member renewals, proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.
Analyzing customer data mined by Gainsight to identify and act on key user insights affecting churn.
Increasing the lifetime value (LTV) of Soundstripe’s members by collaborating with the Marketing team to develop upsell, expansion, and upgrade campaigns.
Monitoring adoption rates of multiple customer profiles, and providing insight to the Product and Marketing teams.
Leveraging Gainsight and NPS to conduct periodic ‘health’ checks of Soundstripe customers as every stage of the member lifecycle.
Working collaboratively with the Marketing team to capture member testimonials and referrals.
Creating and contributing to Customer Success ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and Customer Success best practices.
Anticipating members’ objectives and goals and addressing any potential friction points within the customer journey.
Contributing to the development of departmental goals, growth and profitability targets, by being an active member of the Soundstripe team and culture.
Ability to understand customer requirements and financial measures of success, and develop and guide programs to achieve and increase value over time.
Data-driven with a commitment to process, driving and tracking consistent engagement.
Ability to work in a fast-paced, entrepreneurial, results-oriented culture.
Previous experience with a subscription sales model preferred.
Excellent interpersonal skills.
Creative thinker with the ability to troubleshoot issues quickly and effectively.
Excellent written and verbal communication skills.
Strong presentation skills.
Extremely well-organized and analytical with an ability to work well under pressure.
Strong team player as well as a proactive individual contributor.
Ability to grasp basic technical concepts.
View full listing and apply here.
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