Customer Success Manager, Sydney at Spotify

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Advertising, Music, Podcasts, MediaIndustries

Requirements

Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business
Minimum of 3 years experience in digital media, planning and/or buying, including at least one year with hands-on experience across a biddable channel or platform
Strong industry knowledge and a desire to grow within the digital media industry
Strong understanding of advertising performance metrics and the advertising ecosystem
Reputation of providing world-class customer service
Ability to translate client requests to make recommendations that meet business objectives and deliver desired outcomes
Ability to craft impactful sales rationale stories by using data and research
Highly organized and focused multi-tasker with strong attention to detail who can work independently within a team-focused organization
Ability to work effectively

Responsibilities

Build deep client relationships to deliver best-in-class customer service to Spotify’s advertiser and agency partners
Act as the client’s primary point of contact, fielding requests & questions and communicating directly with clients throughout the sales and campaign lifecycle
Own the RFP response and media planning strategy across all buying channels
Regularly participate in client meetings to deepen relationships via high-value client engagement, including campaign prep & launch, ongoing optimization recommendations, campaign reporting, and wrap ups
Partner with cross-functional internal organizations to structure campaigns to meet client KPIs and deliver desired outcomes
Oversee the campaign set up, launch and activation processes, including creative production management, spec review, asset collection, and ensuring proper creative trafficking across managed and biddable buying channels
Monitor campaign pacing, delivery and performance reporting and optimize/revise media plans to meet client objectives
Leverage campaign reporting and insights to proactively identify, pitch, and close incremental and expansion opportunities to help grow the business
Manage projects involving complex work streams and cross-functional collaboration (internally and externally)
Serve as the product expert by educating clients and their agencies on Spotify’s new and existing products, as well as advising on best practices and bespoke campaign optimizations
Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and learnings via effective data storytelling
Own the post-campaign analysis with learnings and recommendations to drive repeat business
Collaborate cross-functionally on initial billing and revisions to ensure invoices are accurate and delivered on time
Adhere to internal best practice guidelines, processes, and operating cadences

Skills

Key technologies and capabilities for this role

Client Relationship ManagementRFP ResponseMedia PlanningCampaign OptimizationProject ManagementConsultative SellingData StorytellingUpsellingCampaign ManagementCreative Production ManagementAsset ManagementCross-Functional Collaboration

Questions & Answers

Common questions about this position

Is this a remote position or does it require working in Sydney?

This information is not specified in the job description.

What are the key responsibilities of the Customer Success Manager role?

Responsibilities include building client relationships, owning RFP responses and media planning, participating in client meetings, partnering cross-functionally, overseeing campaign setup and optimization, identifying upsell opportunities, managing projects, serving as product expert, presenting data insights, and handling billing.

What skills or experience are needed for this Customer Success Manager position?

The role requires skills in consultative client service, strategic planning, consultative selling, project management, data-led storytelling, RFP response, media planning, campaign optimization, cross-functional collaboration, and product expertise.

What is the employment type for this role?

The position is permanent.

What kind of candidate is Spotify looking for in this Customer Success Manager role?

Spotify seeks a highly motivated individual who is reliable, client-facing, proactive in consultative service, skilled in anticipating client needs, and able to impact revenue growth through deep relationships and data-driven insights.

Spotify

Digital music streaming service with podcasts

About Spotify

Spotify provides a digital music streaming service that allows users to access millions of songs and podcasts from various artists and creators. Users can choose between a free plan, which includes advertisements, and a premium subscription that offers an ad-free experience along with features like offline listening and higher sound quality. This tiered model caters to different user preferences and budgets. Spotify generates revenue through subscription fees from premium users and advertising from the free tier. Unlike its competitors, Spotify stands out with its extensive music library, user-friendly interface, and personalized playlists. The company's goal is to connect listeners with a wide range of audio content while supporting artists and advertisers.

Stockholms kommun, SwedenHeadquarters

2006Year Founded

$2,004.2MTotal Funding

IPOCompany Stage

Consumer Software, EntertainmentIndustries

10,001+Employees

Benefits

Extensive learning opportunities, through our dedicated team, GreenHouse

Global parental leave, six months off - fully paid - for all new parents

Flexible public holidays, swap days off according to your values and beliefs

Flexible share incentives letting you choose how you share in our success

All The Feels, our employee assistance program and self-care hub

Spotify On Tour, join your colleagues on trips to industry festivals and events

Risks

Accidental display of adult content may harm Spotify's reputation.

Creating its own music to avoid royalties could lead to legal issues.

Layoffs may affect Spotify's operational efficiency and employee morale.

Differentiation

Spotify offers a vast library of music and podcasts globally.

The platform's user-friendly interface enhances user experience and engagement.

Spotify's personalized playlists cater to individual user preferences.

Upsides

Spotify's AI-powered Wrapped feature enhances user engagement and personalization.

Expansion into political podcasting taps into new audience segments.

Growing podcast popularity in Africa presents expansion opportunities for Spotify.

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