Manager of Customer Success, Spotify
Emerging and Scaled
$103.1-147.3k
+ Equity & Bonus or Commission
2-3 days a week in office
Commercial music streaming service
Be an early applicant
Commercial music streaming service
1001+ employees
Be an early applicant
$103.1-147.3k
+ Equity & Bonus or Commission
2-3 days a week in office
1001+ employees
Company mission
To unlock the potential of human creativity—by giving a million creative artists the opportunity to live off their art and billions of fans the opportunity to enjoy and be inspired by it
Role
Who you are
- The ideal candidate will have a proven track record in leading Customer Success teams, demonstrating strong leadership and revenue management and operations skills, along with a deep passion for digital media, music, podcasts, and innovation
- We are looking for someone who is enthusiastic about our product and possesses extensive industry knowledge in digital media
- The right candidate will be confident yet humble, hardworking, and able to maintain a sense of fun
- Bachelor’s degree or equivalent experience, preferably in Sales, Advertising, Marketing, or Business
- 10+ years of Digital Advertising Customer Success Management experience, and 5+ years of management experience
- You are a digital media leader and consultant and have a consistent record of success
- You have strong agency and industry relationships
- Someone with a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments
- Experience running a team where Data & Insights drive the direction of the business
- You know how to translate client requests for internal cross-functional teams gracefully
- You are detail oriented and find solutions for clients while improving internal processes
- You are highly motivated, entrepreneurial, upbeat, and willing to thrive in a high growth, fast-paced organization
- You hold positive relationships with internal and external partner teams
- You are an effective listener and clear communicator as well as you have excellent problem solving and negotiating skills
- You are passionate about identifying and developing excellent customer service skills in others
- You have experience working within CRMs, OMSs, ad servers and other digital media tech systems and platforms, and are experienced in tools like Excel and PowerPoint
What the job involves
- We are seeking a Manager of Customer Success to support our Ads business globally for the Emerging & Scaled markets
- This role will focus on developing long-term consultative solutions, as well as leading, empowering, and strengthening a team of front-line Customer Success Managers
- You will work with and report directly to the Head of Revenue Programs in Emerging & Scaled to collaborate, strategize, shape, develop and evolve the team to continually meet and exceed the needs and expectations of our internal and external partners
- In close collaboration with the Sales, you will build strategy and drive execution via outstanding customer service for the most strategic clients in Emerging & Scaled
- Work closely with the sales support vendor management to implement roles & responsibilities between the CSMs and Account Coordinator teams
- You will directly manage a team of Customer Success Managers to support and drive revenue alongside the Client Partner team
- You will be a guide on all responsibilities, processes, reporting and tools of the Customer Success Management role and a validated leader of the CSM teams aligned to the business you support
- Partner and deeply collaborate with Sales Leadership on key accounts needs, account planning exercises, QBRs, etc, and act as an operational point of contact and escalation resource for clients and internal teams
- Provide team mentorship and coaching while delivering tailored solutions to client requests
- Maintain and approve policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more
- Build a strong cross-functional network and conduct regular status meetings with the leaders of these teams to maintain alignment that supports the business
- Supervise completion of CSM team recurring tasks including pipeline hygiene, campaign pacing, production tracking, measurement outcomes and client billing
- Assess staffing needs and lead the interviewing, hiring and onboarding of talent
- Identify the needs and lead training for the CSM team inclusive of role-specific, soft-skills, procedural and developmental curriculum
- Provide bi-annual development talks to your team
- Review and approve administrative tasks for each individual on your team
Our take
Spotify was founded in an attempt to combat the rampant music piracy that was causing significant harm to the industry. The company has since taken music streaming mainstream and now has 180m+ paying subscribers across the world.
With features that include a highly accessible interface and a vast catalogue of artists, Spotify's strong brand has been able to maintain growth in spite of fierce competition from deep-pocketed rivals like Amazon and Apple. The company has achieved this by making smart acquisitions to move into other verticals to strengthen its offerings, especially podcasting, by acquiring Gimlet Media, Anchor and Parcast.
Spotify's future plans include rapid growth with a goal to become a one-stop destination for all digital sound, as well as AI and NFT integrations. However, high costs incurred from the acquisition of exclusive podcasts, increasing competitor strength, and weak bottom-line growth mean that the company must find a balance to maintain its position in the sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
23% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2016
$1bn
CONVERTIBLE
Jun 2015
$526m
SERIES G
Total funding: $2.1bn
Company benefits
- Extensive learning opportunities, through our dedicated team, GreenHouse
- Flexible share incentives letting you choose how you share in our success
- Global parental leave, six months off - fully paid - for all new parents
- All The Feels, our employee assistance program and self-care hub
- Flexible public holidays, swap days off according to your values and beliefs
Company values
- Innovative: We move fast and take big risks
- Sincere: We have no time for internal politics
- Passionate: We revel in what we do
- Collaborative: We recognise that we're all in this together
- Playful: We don't take ourselves too seriously
Company HQ
Norrmalm, Stockholm, Stockholms län
Articles
Leadership
Daniel Ek
(CEO & Chairman)Founded Spotify in 2006. Previously worked as an executive at Tradera, an auction company that was sold to eBay and was briefly the CEO of uTorrent.
People progressing
Joined as a Conversion Manager in the Growth Team. Promoted three times over seven years to Senior Director - Head of Growth.
Joined as a Customer Advisor. Since then has had the role titles Senior Advisor, Content Associate, Team Coach, and Operations Manager - Primary Support. Hurst is now currently the Business Operations Manager of Music.
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