Customer Success Lead

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Oversee a diverse portfolio of commercial accounts, including some of the most renowned artists and intellectual properties globally.

• Collaborate on the creation of Vermillo’s Customer Success playbook to facilitate scaling our protection services to thousands of clients.

• Effectively communicate to gather essential information for onboarding clients to our TraceID protection and licensing platform.

• Serve as a liaison between our clients and the product team, translating feedback into actionable items for the product roadmap.

• Act as an analyst by providing updates on our identification of GenAI content and our efforts to remove that content when appropriate.

• Conduct regular business reviews that proactively inform Talent Management teams, Music Labels, Publishers, and others about protection activities and licensing opportunities.

• Assist in identifying content categories for our protection clients.

• Help escalate content removal processes with our platform partners.

• Function as an expert on our TraceID protection and licensing capabilities internally, offering feedback to Product and Engineering teams to enhance tools and best practices.

• Be prepared to demonstrate our protection and licensing services to potential clients.

• Develop and implement an engagement and communication strategy that proactively ensures high customer satisfaction.

• Measure and enhance customer satisfaction and overall experience.

• Monitor customer usage and product adoption to pinpoint areas for improvement or revenue growth.

• Take ownership of personal objectives and customer health KPIs, tracking them in relation to company goals.

⛳️ Requirements

• 6-10 years of experience in account management or Customer Success within a SaaS, fast-paced environment.

• Ideally positioned within or connected to the entertainment industry.

• 5+ years of experience in the music sector.

• A profound understanding of pop culture and social media.

• Insight into the intersection of technology and entertainment.

• A detail-oriented skill set with a strong commitment to follow-through.

• Exceptional task management abilities across a diverse range of responsibilities.

• Strong problem-solving and analytical skills to address customer needs and concerns effectively.

• A blend of customer and product-driven mindset prioritizing client satisfaction and scalability.

• Enthusiasm for working with cutting-edge, web-based technologies and a desire to be a thought leader in the GenAI domain.

• A basic understanding of Licensing IP and the ability to create use cases in the entertainment field.

• An agile mindset with the capability to adeptly manage change and ambiguity.

• Willingness to travel occasionally based on customer and business requirements.

🏝️ Benefits

• Unlimited paid time off

• Equity in a technology company operating in the most exciting, rapidly growing sector

• Flexible spending account, with contributions from the company

• Health, dental, and vision insurance

• 401k

• Opportunity for remote work