Vermillio

Customer Success Manager

• 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.

Customer Success Lead

Onboarding Specialist

• Own the day-to-day coordination of new client onboarding, working closely with the Customer Success Lead.
• Collect, organize, and verify client onboarding details — organization names, client/talent details, social media handles, owned IP, publisher assets, and contact information.
• Set clients up with fully configured accounts, ensuring accuracy and completeness before handoff to the Customer Success team.
• Track outstanding items and proactively follow up with clients, publishers, and internal teams to keep onboarding moving.
• Maintain organized records/trackers of onboarding status across multiple clients simultaneously.
• Serve as a clear point of contact for clients during onboarding, communicating timelines and next steps professionally.
• Flag missing information, inconsistencies, or blockers early, and escalate to the Head of Customer Success when needed.
• Collaborate with technical and product teams to ensure client data and assets are correctly ingested into internal systems.
• Continuously refine onboarding checklists and processes as the client base grows.

Customer Success Lead

Client Onboarding Operations Coordinator