[Hiring] Customer Success Lead @Vermillio

Role Description

Vermillio is seeking a Customer Success Lead to manage clients in the music industry using our TraceID platform, ensuring they understand the extent of unauthorized GenAI content related to their assets on the internet and tracking the progress of content removal efforts. In this role, you will serve as the primary contact for music clients, addressing questions, resolving issues, identifying licensing opportunities, and providing regular activity reports on their behalf.

This role will report to Chief Business Officer and is open to being 100% remote. Due to the entertainment industry customers, the ideal candidate is near LA or NYC.

• 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 Vermillio’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.
• Provide 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 to 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.

Qualifications

• 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

• Day-to-day exposure to the world’s top talent and IP.
• Working with a very seasoned and world-class AI and Machine Learning team.
• 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.