Customer Success Lead

Vermillio · United States · posted today ago

customer-support remote jobs in united states

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About this role

Who We Are

Vermillio believes humanity should thrive in the era of AI. That's why we're building essential guardrails for the generative internet — starting with TraceID, our AI protection and licensing technology.
Vermillio is the leader in AI guardrails for protection and licensing. Vermillio brings together 100+ years of combined AI expertise, with its co-founders each building in AI for more than 15 years. The company is well funded and is already working with world-class IP from partners such as Sony and Talent Agency WME.

Our technology creates a secure ethical environment for all builders, makers and creators. Our attribution technology ensures proper credit and compensation reach rightful owners, confirming that AI developers have consent and access to high quality ingredients. TraceID puts everyone in control of what they own, what they build with, and what they create. With our platform TraceID, talent and IP holders can take advantage of the benefits of Generative AI in a safe and secure environment while understanding where and how their valuable data is being used.

Who We’re Looking for

Vermillio is seeking a Customer Success Lead to manage clients in the music industry using our TraceID platform, ensuring they understand the extent of unauthorized GenAI content related to their assets on the internet and tracking the progress of content removal efforts. In this role, you will serve as the primary contact for music clients, addressing questions, resolving issues, identifying licensing opportunities, and providing regular activity reports on their behalf.

For you, this is a career-defining opportunity to join us at a massive growth stage and have a significant impact on our business and a very important moment in time for data privacy and creative licensing opportunities. You have experience with working with the entertainment industry and SaaS style reporting.

This role will report to Chief Business Officer and is open to being 100% remote. Due to the entertainment industry customers the ideal candidate is near LA or NYC.

You Will:

Manage a commercial book of business of hundreds of accounts - including some of the world’s most well-known artists and IP
Partner on the development of Vermillo’s Customer Success playbook that helps us scale to protecting 1000s of clients.
Communicate effectively to obtain the information needed to onboard clients to our TraceID protection and licensing platform
Be a bridge between our customers and our product team, actioning feedback into the product roadmap
Act as an analyst providing reporting updates on our identification of GenAI content and our progress in getting that content removed where appropriate
Perform periodic business reviews that proactively provide Talent Management teams, Music Labels, Publishers, etc information about protection activity and licensing opportunities
Provide assistance identifying content categories for our protection clients
Providing assistance escalating content removal steps with our platform partners
Act as a specialist for our protection and licensing capabilities of TraceID internally and provide feedback Product and Engineering teams to develop tools and best practices
Be available to demo our protection/licensing services to prospective clients
Implement an engagement and communications strategy that proactively maintains high customer satisfaction
Measure and improve customer satisfaction & experience.
Monitor customer usage and adoption of our product to identify areas for improvement or revenue expansion.
Own your personal goals + customer health KPIs and track them against the company goals.

You Have

6-10 years of account management experience or Customer Success in a SaaS, fast-paced organization.Ideally in or adjacent to the entertainment industry.
5+ years of experience in the music industry
A deep understanding of pop culture and social media. Understanding where technology and entertainment intersect.
A detail oriented skillset with an obsession for following through
Outstanding task management skills across a varied set of responsibilities
Excellent problem-solving and analytical skills to address customer needs and concerns.
A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale.
Passion for working with leading edge, web-based technologies and a desire to be a thought leader in the GenAI space
A general understanding of Licensing IP and create use cases in entertainment
An agile mindset and approach with the ability to adroitly navigate change and ambiguity
Willingness to travel periodically based on customer and business need