Customer Success Manager, London

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 strategically minded, highly motivated individual to join our Customer Success team. In this role, you will take a deeply consultative approach - actively listening to client challenges and business objectives to identify the right Spotify products and the most effective buying channel to achieve their goals.

You will act as a conductor: orchestrating cross-functional partners to ensure seamless execution, while operating with confidence in ambiguous and evolving client environments. This role demands vertical expertise, bold problem-solving, a strong sense of ownership, and the ability to thrive in the unknown. Above all, our work shapes the way the world experiences music, podcasts, audiobooks and beyond.

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. Where You'll Be This role is based in London.

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 2–3 times per week.