Customer Success Manager

B2B Customer Success Manager - Hoopr Smash

Location: Mumbai | Experience: 4–6 years | Type: Full-time

About Hoopr Smash -

Hoopr Smash is India's leading music licensing marketplace, currently serving 135+ brands across FMCG, D2C, retail, beauty, fashion and other consumer categories. Brands including Libas, Pilgrim, Traya, Country Delight, Meesho and Marico use Hoopr Smash to access popular and trending music for their digital content.

We're looking for a Customer Success Executive who can turn every Hoopr Smash customer into a successful, engaged and long-term account.

You'll own the customer journey from onboarding and activation to usage, engagement, renewals and account growth - working closely with brands, agencies and our sales team.

What you'll do -

• Own the onboarding and activation of new clients and ensure they start using the platform quickly.
• Drive platform usage and consumption, ensuring purchased licenses and subscriptions are actively utilised.
• Understand clients content calendars and proactively recommend relevant music, trends and tracks.
• Build strong relationships with multiple stakeholders across brands and agencies.
• Conduct regular account check-ins and make Hoopr Smash part of their regular content workflow.
• Track customer usage and engagement, identify accounts at risk and drive timely renewals.
• Identify opportunities for upselling, additional licenses, pack upgrades and account expansion.
• Maintain customer intelligence around usage, downloads and platform adoption.
• Work closely with the Sales team to ensure strong retention, renewal and revenue growth across accounts.

What we are looking for -

• 4–6 years of experience in Customer Success, Account Management, Client Servicing or a similar B2B role.
• Strong proficiency with B2B Customer Success tools - CRM, customer engagement platforms, account health/usage tracking, reporting and workflow automation — and the ability to use these tools to drive customer adoption, retention and growth.
• Strong communication, relationship-building and stakeholder management skills.
• A commercial mindset with the ability to identify and drive expansion opportunities.
• Highly proactive, organised and comfortable managing multiple accounts simultaneously.
• Strong follow-up and execution skills.
• Experience working with brands, agencies, digital content or advertising is a plus.
• An interest in music and the digital content ecosystem is an added advantage.

If you enjoy building strong client relationships, understanding business needs and turning customers into long-term partners, we'd love to hear from you.