Scaled Customer Success Manager

What Is Disco?

DISCO is where music lives, works and moves.

DISCO has been revolutionizing music and media file management since 2016, becoming the go-to platform for the music industry. Empowering the industry’s top creators, professionals and more with unparalleled file management and discovery tools.

Trusted by thousands of global professionals and teams, including major labels, film studios, indie icons, music supervisors, and chart-topping creators, DISCO leads in digital asset management and discovery, with over 150 million tracks on the platform. DISCO provides robust tools for file and catalog management, metadata tagging, EPK creation, listener analytics, and secure sharing, empowering professionals to maintain creative control while maximizing their reach and efficiency.

The Opportunity

DISCO is looking for a Scaled Customer Success Manager to join our growing Customer Success team.

This first-of-its-kind role will focus largely on adoption across a portfolio of assigned SMB accounts, whilst supporting and growing our lower-touch accounts, converting business trial accounts into long-term customers, and building scalable workflows that enable the Customer Success team to manage growth efficiently. You’ll balance customer engagement with operational projects, ensuring SMB and trial users have a strong path to adoption and expansion.

This role reports to the Head of Customer Success and works closely with Sales, Product, Marketing, Enablement, and RevOps.

What You'Ll Do

The Scaled Customer Success Manager will:

• Support trial users and convert high-intent leads
• Drive low-touch revenue growth through customer conversations and scaled strategies
• Launch new automations for low-touch accounts (including renewals and check-ins)
• Manage an assigned book of business, including renewals
• Identify expansion signals and partner with Sales or CS
• Support onboarding and provide light enablement
• Maintain CRM and report on trial conversion and growth metrics
• Analyze customer usage data from low-adoption accounts and design enablement playbooks to improve usage

What We'Re Looking For

The Successful Candidate Will Have:

• 3+ years of experience in Customer Success or Account Management at a SaaS company
• A commercial mindset, balancing customer advocacy with revenue outcomes
• Excellent prioritization skills and the ability to thrive in a high-volume environment
• Exceptional communication skills, both written and verbal, and the ability to work comfortably in a cross-functional, remote, async setting
• A data-driven mindset, with a proven ability to use customer insights to improve adoption and growth
• Proven track record of maintaining high customer satisfaction and retention rates
• Strong interpersonal and relationship-building skills

Additional skills that would be viewed favorably include:

• A strong understanding of the music industry, including labels, publishers, distributors, managers, and artists
• Experience designing and implementing customer journeys
• Hands-on with Customer Success Platforms (CSPs) and CRM configuration
• Familiarity with AI tools to improve workflows
• Passion for the music industry and technology
• Knowledge of DISCO is a plus

What'S In It For You

At DISCO, we care about building a workplace that works for you. Our team is fully remote, and you’ll be supported by a friendly, international crew who value flexibility and trust.

Here’s what you’ll enjoy as part of the team:

• Competitive salary in a fast-growing startup
• Medical, dental, and vision insurance contributions
• Four weeks of paid vacation leave each year
• Paid public holidays (per our Leave Policy)
• Two weeks of paid sick leave annually
• Paid parental leave
• Company laptop and office setup allowance
• Monthly internet reimbursement
• Annual learning and development budget
• Flexibility to work in the way that suits you best

To apply for this incredible position, please submit your resume and cover letter.

At DISCO, we strongly believe in the uniqueness of thought, experience and perspective that can only be achieved through having an inclusive and diverse workforce. We strive to continue making DISCO an incredible place to work by fostering a culture of inclusiveness, diversity, openness, and collaboration. We value all different kinds of experience, so even if you feel you don't meet all of the necessary criteria for this position, we encourage you to apply.

Please note that we do not accept unsolicited resumes from recruitment agencies.