Customer Success Lead
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Job Description
Customer Success Lead managing clients in the music industry using TraceID platform. Ensuring understanding of unauthorized GenAI content and tracking content removal efforts.
Responsibilities:
- Manage a commercial book of business of hundreds of accounts - including some of the world’s most well-known artists and IP.
- Partner on the development of Vermillo’s Customer Success playbook that helps us scale to protecting 1000s of clients.
- Communicate effectively to obtain the information needed to onboard clients to our TraceID protection and licensing platform.
- Be a bridge between our customers and our product team, actioning feedback into the product roadmap.
- Act as an analyst providing reporting updates on our identification of GenAI content and our progress in getting that content removed where appropriate.
- Perform periodic business reviews that proactively provide Talent Management teams, Music Labels, Publishers, etc information about protection activity and licensing opportunities.
- Provide assistance identifying content categories for our protection clients.
- Providing assistance escalating content removal steps with our platform partners.
- Act as a specialist for our protection and licensing capabilities of TraceID internally and provide feedback Product and Engineering teams to develop tools and best practices.
- Be available to demo our protection/licensing services to prospective clients.
- Implement an engagement and communications strategy that proactively maintains high customer satisfaction.
- Measure and improve customer satisfaction & experience.
- Monitor customer usage and adoption of our product to identify areas for improvement or revenue expansion.
- Own your personal goals + customer health KPIs and track them against the company goals.
Requirements:
- 6-10 years of account management experience or Customer Success in a SaaS, fast-paced organization.
- Ideally in or adjacent to the entertainment industry.
- 5+ years of experience in the music industry.
- A deep understanding of pop culture and social media.
- Understanding where technology and entertainment intersect.
- A detail oriented skillset with an obsession for following through.
- Outstanding task management skills across a varied set of responsibilities.
- Excellent problem-solving and analytical skills to address customer needs and concerns.
- A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale.
- Passion for working with leading edge, web-based technologies and a desire to be a thought leader in the GenAI space.
- A general understanding of Licensing IP and create use cases in entertainment.
- An agile mindset and approach with the ability to adroitly navigate change and ambiguity.
- Willingness to travel periodically based on customer and business need.
Benefits:
- Unlimited paid time off
- Equity in the tech company in the most exciting, fastest growing sector
- Flexible spending account, with company contribution
- Health, dental and vision insurance
- 401k
- Opportunity for remote work
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