Customer Success Manager

What You'll Do

• Build deep client relationships and act as a trusted strategic advisor, serving as the client’s point of contact throughout the sales and campaign lifecycle, delivering outstanding customer service to Spotify’s advertiser and agency partners.
• Take a consultative approach to every client engagement; listening to understand business challenges and KPIs before recommending Spotify solutions across audio, video, display and beyond.
• Identifying the optimal buying channel - direct, programmatic or self-serve - to achieve their goals.
• Be responsible for the RFP response and media planning strategy across all buying channels, ensuring recommendations are grounded in client objectives and vertical insight.
• Regularly participate in client meetings to deepen relationships via high-value engagement, including campaign prep & launch, optimisation recommendations and wrap ups.
• Act as a conductor: orchestrating cross-functional internal teams, including creative strategy, production, measurement and operations - to align around client objectives and ensure flawless campaign execution.
• Operate with confidence in ambiguous and evolving situations, bringing strategic clarity and creative problem-solving to complex client challenges.
• Lead all aspects of campaign set up, launch and activation, including creative production management, spec review, asset collection and accurate creative trafficking.
• Monitor campaign pacing, delivery and performance reporting; optimise and revise media plans to meet client objectives.
• Lead projects involving sophisticated work streams and cross-functional collaboration (internally and externally), demonstrating full ownership from brief to wrap; contribute to revenue retention and growth goals within your book of business.
• Build deep vertical expertise and cultural intelligence within your client sector - connecting brands to the audiences to establish credibility, anticipate client needs and proactively surface growth opportunities.
• Serve as the product authority, educating clients on Spotify’s full suite of formats and solutions; leverage Spotify’s first-party data and AI-powered targeting capabilities to advise on best practices and optimisations.
• Present comprehensive campaign insights and post-campaign analysis via effective data storytelling to drive repeat business.
• Adhere to internal standard methodology guidelines, processes and operating cadences, including accurate and timely billing.

Who You Are

• You ideally have a Bachelor’s degree, preferably in Sales, Advertising, Marketing or Business.
  You have a minimum of 3 years’ experience in digital media, planning and/or buying, including familiarity with self-serve and programmatic buying channels.
• You have a commercial mindset and a genuine curiosity about culture, music and content trends - you understand the link between outstanding client service and revenue growth, and can connect brand objectives to the audiences, creators and cultural moments that make Spotify uniquely powerful.
• You have deep industry knowledge and vertical expertise across one or more client sectors, with a strong command of advertising performance metrics and the advertising ecosystem.
• You are a natural problem solver with a consultative mindset. You listen first, diagnose the challenge, and then recommend the most effective solution.
• You are strategic and comfortable operating in ambiguity, bringing clarity, structure and confidence to complex and fast-moving situations.
• You are a conductor by nature, skilled at rallying and aligning cross-functional teams around a shared goal and ensuring execution follows through.
• You demonstrate strong ownership and accountability, taking responsibility for client outcomes across the full engagement lifecycle from RFP to wrap.
• You are able to translate client insights into compelling, data-driven sales rationale stories that meet business objectives and deliver desired outcomes.
• You are a highly organised and focused multi-tasker with strong attention to detail who can work independently within a team-focused organisation.
• You thrive in a fast-paced, deadline and detail-oriented environment and have excellent verbal, written and presentation skills.
• You have excellent dexterity in Excel and PowerPoint, and have experience working within CRMs, OMSs, ad servers and other digital media tech systems.
• You are fluent in German and English, spoken and written. Please apply with a CV/resume in English.