Manager, Customer Success

Sell what you love. For us and millions of users across the globe, that’s Spotify. Join the Sales team and you’ll build the relationships that help grow our business in existing markets and beyond. We don’t just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts. 

We are looking for a Manager, Customer Success for our ANZ Ads business. The candidate should have an established record of Customer Success Management (CSM) and revenue management, as well as a deep interest and passion for digital media, music and innovation.

In this role, you will oversee a team of Customer Success Managers. We want someone who loves our product and has deep expertise in the industry and digital media and to help build long-term consultative solutions, and lead, motivate and grow a team . You should be confident while being humble, and hardworking while still knowing how to have fun!

You must have experience leading Client Services, or teams with similar responsibilities. Strong people skills and to work across multiple teams and functions is a necessity. A reliable and crucial team member with comprehensive platform knowledge who can anticipate client and internal team needs. 

• You will work with and report directly to the Regional Head of Customer Success Management, APAC, to collaborate, strategize, shape, develop and evolve the ANZ Customer Success Management team to continually meet and exceed the needs and expectations of our internal and external partners
• In close collaboration with the Sales Directors of this team, you will create strategy and drive execution via world class customer service for some of the world’s top brands and agencies
• You will directly manage a team of Customer Success Managers to support and drive revenue
• You will be an expert on all responsibilities, processes and tools of the Customer Success Management role and a demonstrated leader of the CSM teams aligned to these verticals
• Partner and deeply collaborate with Sales Leadership on key accounts needs, account planning exercises, QBRs, etc, and act as an operational point of contact and escalation resource for clients and internal teams
• You will drive utilisation of our offshore resources, automation tools, and self-service platforms in order to focus CSM team on proactive, strategic work
• Provide team guidance and coaching while delivering tailored solutions to client requests
• Maintain and approve policy exception requests relating to Service Level Agreements, Compliance, Pricing, Makegoods, and more
• Build a strong cross-functional network and conduct regular status meetings with the leaders of these teams to maintain alignment that supports the business
• Oversee completion of CSM team recurring tasks including pipeline hygiene, campaign pacing, production tracking, and measurement outcomes
• Assess staffing needs and lead the interviewing, hiring and onboarding of talent
• Identify needs and lead training for the CSM team inclusive of role-specific, soft-skills, procedural and developmental curriculum
• Provide bi-annual development talks to your team; review and approve administrative tasks for each individual on your team

• You have a Bachelor’s degree or equivalent, preferably in Sales, Advertising, Marketing, or Business
• You have a minimum of 10+ years of Digital Advertising Customer Success Management experience, and 5+ years of management experience
• You are a digital media leader and consultant and have a proven track record of success
• You have strong agency and industry relationships and a deep understanding of the advertising landscape and expertise in account planning, strategic planning, and media buying within Direct & Programmatic environments
• You have experience running a team where Data & Insights drive the direction of the business
• You have experience working in self-service or automated planning and buying tools
• You have the ability to gracefully translate client requests for internal cross-functional teams
• You are detail oriented and find solutions for clients while improving internal processes
• You are highly motivated, entrepreneurial, energetic, and willing to thrive in a high growth, fast-paced organization
• You hold strong relationships with internal and external partner teams
• You are an effective listener and transparent communicator with excellent problem solving and negotiating skills
• You are passionate about identifying and developing excellent customer service skills in others
• Experience working within CRMs, OMSs, ad servers and other digital media tech systems and platforms, and are experienced in tools like excel and powerpoint.

• This role is based in Sydney, Australia
• We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home. We ask that you come in 3x a week

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.

Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service.