Digital Customer Success Manager

About Us

Soundtrack is a B2B scale-up company providing music streaming services for businesses. We serve small customers like the café around the corner, and much bigger brands like Joe & the Juice, Toni & Guy and TAG Heuer. On the inside, we're a bunch of talented, motivated and humble designers, engineers and music experts. We believe in product-led growth, where the product is the primary driver of customer acquisition, conversion and expansion.

The Role

As a Digital CSM, you’ll be responsible for Soundtrack’s high-volume customer segment, which is also by far our largest. Given the scale of this portfolio, you’ll primarily work with one-to-many communication, automation tools, and a highly scalable approach. You will support post-sales engagement by identifying customer needs, tracking their progress toward achieving their desired outcomes, and providing timely, data-driven interventions and human touch.

This is a brand-new role at Soundtrack, giving you the unique opportunity to shape processes from the ground up and make a real, lasting impact on our business. You'll have a dynamic mix of responsibilities, analyzing data, crafting engaging communication, and managing customer interactions.

Reporting to the Director of Customer Success, you’ll be part of a talented, cross-functional team with expertise spanning customer success, engineering, and partnerships, offering plenty of opportunities to learn, collaborate, and grow.

Responsibilities

• Manage a large set of customers and drive adoption, expansion and retention by using a one-to-many communication approach.
• Define metrics and establish continuous tracking and performance visibility.
• Analyse and segment the customer base to test new approaches and implement scalable solutions.
• Leverage customer insights and data to create strategies to improve KPIs.
• Build automations and manage content for communication.
• Manage human touch by helping customers through the customer journey, to ensure a short time to value and a successful adoption of Soundtrack’s product and services.
• Close collaboration with internal teams and align the right resources to achieve desired results.
• Be part of, and drive, internal projects that support customer experience and scalability, e.g. customer cases and process optimisation.

About You

You're driven and entrepreneurial, yet you thrive in a collaborative team environment. We’re always looking to work with people who can adapt to constant change, prioritize what's important, stay humble, open, friendly, curious and with a passion for details.

You are probably not a stranger to describing yourself as:

• Customer oriented, technically skilled and enjoy working with products.
• Experimental mindset and not afraid of testing new things.
• Interested in how to drive scalability and user experience using digital tools, automations and AI.
• Comfortable with prioritising and driving projects from start to finish with several stakeholders.
• Thrive in a fast-paced environment.
• Able to work independently, take initiatives and plan your own time while also wanting to succeed as a team.

Requirements

• Experience from working as a Digital Customer Success Manager or similar, preferably in a SaaS business (B2B or B2C).
• Strong technical and analytical skills and able to work with large data sets.
• Familiar with CRM tools like Hubspot, Salesforce or Intercom and Data analysis tools like Mixpanel or Tableau.
• Excellent communication skills in English, both written and spoken. Any additional language is a bonus.
• Results-driven, proactive and good at managing expectations.
• Bachelors degree in economics, business administration, engineering or other relevant field.
• You are located in Sweden.

Employee Benefits

• You have the freedom to decide where you work the best with our Work From Anywhere program with a one-off setup bonus included.
• Generous pension plan.
• Yearly budget for health, wellness and personal development.
• Laptop and mobile phone of your choice with included cellular subscription.
• Regular social activities such as team events, meet ups, after works and off-sites.
• Daily breakfast served at the office.