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Key Responsibilities:
- Define and oversee onboarding, adoption, retention, and renewal processes
- Ensure proactive account management for key customers and enterprise accounts
- Partner closely with Sales and Product to improve customer outcomes
People Management:
- Manage and develop customer success and support team leads across regions
- Set clear objectives, KPIs, and accountability frameworks
- Build a strong culture of ownership, collaboration, and continuous improvement
Process and Systems:
- Design and document scalable, repeatable customer success processes
- Ensure consistent use of CRM, ticketing, and customer success platforms
- Identify gaps and drive operational excellence across tools and workflows
SoundMachine
SoundMachine is a global music and technology company delivering licensed background music solutions to businesses worldwide. They have offices in Los Angeles and Madrid, and customers in more than 100 countries, SoundMachine supports thousands of locations across retail, hospitality, fitness, and commercial environments.