Senior Customer Success Executive

MPLC provides a legal way to show movies and TV in public or commercial spaces across the globe. Our business has been running for over 30 years, and we are the number one trusted partner to studios and producers for public performance licensing. We work with every major Hollywood studio and hundreds of independents, and we are a key player in the entertainment and intellectual property ecosystem.

We are on a truly exciting journey as a company. We're growing quickly, investing in our teams, and have bold plans for the future. To support that growth, we're looking for a Senior Customer Success Executive to join our Customer Success Team.

The job in two bullet points:

• Own and grow a portfolio of higher-complexity and enterprise customers, taking direct accountability for minimizing churn while driving renewal and expansion revenue.
• Build genuine, long-term relationships with senior stakeholders and lead complex renewal negotiations using a business-development approach rather than a fixed outreach cadence.

You will ensure every customer site and location is properly covered, monitor customer usage declarations against public sources, provide compliance assurance, handle renewal objections, identify and close upsell opportunities, and ensure customer invoices are paid in full and on time.

You will develop a strong working knowledge of our licensing model and rightsholder mandate, with full training provided, so you can speak confidently and accurately with customers. You will lead complex and enterprise renewal negotiations, support business reviews for top-tier accounts, coordinate with Legal and Finance, and maintain accurate CRM records.

You will also coach and quality-check junior colleagues, deputize for the team lead as required, and own team playbooks covering objection handling, upsell triggers, and at-risk account definitions.

• You have 5-8 years of experience in customer success, account management, or licensing, with a track record of managing renewals and mitigating churn.
• You have a background in business development or strategic account management and experience building long-term relationships at senior stakeholder level.
• You are comfortable handling commercial objections, including cost-driven pushback, in a calm and consultative way.
• You have strong organizational skills and attention to detail.
• You are comfortable working across internal teams and directly with client contacts at varying seniority levels.
• You are proficient with CRM tools.
• Experience with licensing, media, or intellectual property is a plus.

Let's be honest!
This is a senior, commercially focused role involving higher-complexity and enterprise accounts. You will be expected to lead the hardest renewal conversations, build relationships with senior stakeholders, protect and grow the customer portfolio, coach colleagues, and help shape how the team works.
Collected revenue, not simply a signed renewal, is what counts toward your book of business and your results. The team is focused on moving net revenue retention from 102% to 105% in Year 1, calculated as expansion plus renewal minus churn. Individual measures roll up to the team target rather than a standalone quota.