Customer Success Manager
Japan
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Permanent
Tokyo
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 highly motivated individual to join our Customer Success team. In this role, you will be responsible for managing campaigns end-to-end across managed and biddable channels — from RFP submission to campaign optimization, upselling and wrap up, while providing proactive consultative client service with a focus on both protecting and growing revenue.
This client-facing role includes strategic planning, consultative selling, project management, and data-led storytelling, supported by AI tooling and expertise across our full product suite, including Spotify Ads Manager (SAM). You will be a reliable and crucial market team member who can anticipate and provide solutions to meet ongoing client needs. Above all, your work will impact the way the world experiences music and podcasts.
What You'll Do
- Build deep client relationships to deliver outstanding customer service to Spotify’s advertiser and agency partners.
- Act as the client’s primary point of contact, fielding requests & questions and interacting directly with clients throughout the sales and campaign lifecycle.
- Be responsible for the RFP response and media planning strategy across all buying channels, including managed, biddable and self-serve.
- 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.
- Proactively build and lead Mid and Post Campaign Reports with clients, surfacing actionable insights focused on growth and retention.
- Partner with cross-functional internal organizations to structure campaigns to meet important metrics and deliver desired outcomes.
- Lead all aspects of the campaign set up, launch and activation processes—across managed and biddable channels—including creative production management, spec review, asset collection, and ensuring accurate creative trafficking.
- Monitor campaign pacing, delivery and performance reporting and optimize/revise media plans to meet client objectives, leveraging AI tools to drive efficiency in day-to-day workflows.
- Leverage campaign reporting and insights to proactively identify, pitch, and close incremental and expansion opportunities—including multi-product bookings—to help grow the business and support BoB attainment.
- Lead projects involving sophisticated work streams and cross-functional collaboration (internally and externally).
- Serve as the product authority by educating clients and their agencies on Spotify’s new and existing products—including SAM self-serve and biddable solutions—as well as advising on standard processes and tailored campaign optimizations.
- Review, interpret and present data, including brand measurement studies, providing comprehensive campaign insights, recommendations, and findings via effective data storytelling.
- Own the post-campaign analysis with takeaways and recommendations to drive repeat business and advertiser retention.
- Support SAM self-serve demos and client onboarding to drive platform adoption and expand opportunity coverage.
- Utilise AI tooling to streamline reporting, analysis, and operational tasks, contributing to team-wide efficiency.
- Actively engage with the quarterly Training & Enablement curriculum to stay current on products, tools, and best practices.
- Collaborate cross-functionally on initial billing and revisions to ensure invoices are accurate and delivered on time.
- Adhere to internal standard methodology guidelines, processes, and operating cadences.
- You will be accountable for delivering against KPIs including but not limited to incremental pitches, incremental revenue closed, and revenue retention.
Who You Are
- You have a Bachelor's degree, preferably in Sales, Advertising, Marketing, or Business
- You have a minimum of 5+ years experience in digital media, planning and/or buying, preferably experience includes biddable media strategies
- You have strong industry knowledge and a desire to grow within the digital media industry
- Strong understanding of Japan’s media and agency landscape. Pre-existing relationships are a plus
- You have a strong understanding of advertising performance metrics and the advertising ecosystem
- Proven ability to educate and influence agency stakeholders
- You have a sales focused mindset & are comfortable working cross-functionally in a fast-paced environment
- Skilled at balancing strategic initiatives with hands-on campaign management
- You have the ability to craft impactful sales rationale stories by using data and research
- You have the ability to work effectively with cross-functional teams and all levels of management (internally and externally)
- Highly organized, detail-oriented, and able to manage multiple priorities
- Excellent communication and presentation skills in both Japanese and English
- You have excellent dexterity in excel and powerpoint, and have experience working within CRMs, OMSs, ad servers and other digital media tech systems
- Business level English
Where You'll Be
- This role is based in our Tokyo office
- 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 into the office 2-3 times per week
Learn about life at Spotify
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.
At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.
Our global benefits
Extensive learning opportunities, through our dedicated team, GreenHouse.
Flexible share incentives letting you choose how you share in our success.
Global parental leave, six months off - for all new parents.
All The Feels, our employee assistance program and self-care hub.
Flexible public holidays, swap days off according to your values and beliefs.