Associate, Customer Success

Role Overview

In this position, you’ll act as the main contact for members, handling their questions and making sure they have a smooth experience. You’ll use Zendesk to manage incoming support requests and partner with teams across the business to improve how services are delivered. The ideal candidate is self-driven, flexible, collaborative, and comfortable working in a fast-moving environment, with excellent communication skills and a strong focus on customer needs.

What You’ll Be Responsible For

• Providing day-to-day support to the Kosign team, including scheduled administrative work and responding to client questions through Zendesk.
• Making sure all information needed for onboarding is complete, while also helping with ongoing catalog entry and data cleanup.
• Keeping client account records accurate and up to date so catalog registration, royalty collection, and long-term administration can run efficiently throughout publishing and administration agreements.
• Working closely with the Operations team to help produce and distribute client royalty statements correctly, while building a strong working knowledge of the company’s services, systems, and internal processes.
• Coordinating and assigning core team tasks such as pre-statement and post-statement work so they are completed on time and accurately.
• Creating and improving team processes, then monitoring their performance and reviewing key metrics to understand their effect on productivity and task completion.
• Taking on other duties as needed.

Requirements

• 1–3 years of experience in a relevant role or a similar position.
• Strong planning and prioritization abilities, along with the calmness to stay effective under pressure.
• A cooperative team mindset and the flexibility to succeed in an evolving, high-paced environment.
• High standards of honesty and discretion, especially when handling sensitive or confidential information.
• Prior exposure to music administration or music publishing would be an advantage.

Interview Process

• Initial conversation with the recruitment team.
• In-person interview with the hiring manager and another team member.
• Virtual interview with a team member.

Success Milestones

By the third month, you should have a solid grasp of Kobalt’s contract administration workflows and systems and be able to independently onboard standard agreements and copyrights. By the sixth month, you should be comfortable handling more complex agreements and amendments and supporting cross-functional teams with accurate contract interpretation. By the end of the first year, you should be helping improve processes, supporting team growth, and serving as a reliable go-to resource for contract-related questions.

Key Behaviors

• Careful attention to detail when reviewing contracts, with consistent and accurate application of judgment across systems.
• Strong ownership and accountability, following issues through to resolution and escalating thoughtfully when required.
• Close collaboration and knowledge sharing with Business Affairs, Operations, and junior colleagues to keep understanding and execution aligned.

Why Join Us

Kobalt has supported creators since 2000, using technology and music services designed to make the industry more open, fair, and rewarding for artists, songwriters, and rights holders. The company works with well-known names across music and celebrates creativity, teamwork, and progress. Its values are Music First, Transparent, Tech Powered, and Transformative. Kobalt also promotes an inclusive workplace and encourages applicants from all backgrounds and identities. If accommodations are needed during hiring, support is available.

Equal Opportunity

Kobalt is an equal opportunity employer and is committed to fair access, inclusion, and a supportive environment for everyone.