Alexandros Sombo, Customer Success Manager at Epidemic Sound shares insights into his role bridging creativity and customer relationships. From immersive studio sessions to empowering clients through tailored solutions, discover how passion drives success in the creative industry.

Can you tell us a bit about yourself and your role at Epidemic Sound?

My name is Alexandros Sombo, but most people call me Sombo, which feels like home to me. I was born in Stockholm and grew up in Skarpnäck with a Greek mother, an Ivorian father and a little sister. I now live with my partner and kid in in Gullmarsplan and soon Huddinge.

I joined Epidemic Sound back in 2021 where I found a role that felt like a perfect fit. As a Customer Success Manager, I'm responsible for maintaining relationships between Epidemic and our clients. I serve as a bridge between various departments, including Music, Legal, Product, and Marketing to name a few and ensure our clients get the most out of our services.

Music has been a constant presence in my life. I've always been drawn to it, whether it was attending festivals, concerts, or socializing with fellow music enthusiasts to now perform my own music. Check out my Spotify page here (shameless plug).

Today, I proudly identify as both a Customer Success Manager at Epidemic Sound and an independent artist and I couldn't be happier with where I am in life.

How do you intertwine your passion for creativity with your role in customer success?

When I engage with clients, I'm not just a representative of Epidemic Sound, I'm also an artist who deeply loves music. This authenticity allows me to connect with clients on a more personal level, fostering trust and understanding.

For instance, when I share with a client that I create music myself, it's not just about building a relationship—it's about showing them that I understand the intricacies and challenges of the creative process. I can provide them with insights that go beyond the standard business talk, offering a perspective that is grounded in real-world experience.

My passion for music extends beyond just the creative aspect. Even tasks like reading agreements or handling licensing matters take on a new dimension when approached with a creative mindset. I see opportunities to infuse creativity into every aspect of my work, whether it's through inspiring music sessions or brainstorming innovative solutions for our clients.

Intertwining my passion for creativity with my role in customer success allows me to bring a unique perspective to the table. It's not just about doing a job; it's about embracing who I am and using that authenticity to create meaningful connections and drive positive outcomes for our clients and Epidemic Sound as a whole.

Can you share a particularly memorable experience where your creativity directly contributed to a successful outcome for a customer?

I absolutely love inviting our clients to our offices for an immersive studio session. Picture this: it's 4PM, I welcome our client in our first impressions area and give them a tour of the office. We've got a studio session lined up with my colleague Martin Grewin from the Music Curation team. We've received a brief beforehand, and our goal is to find the perfect soundtrack to match the client's vision.

Sitting in that room, listening to new tracks, and witnessing the client's reactions as we explore various musical paths—it's truly magical. It's not about finding the next big hit; it's about capturing the right feeling, the essence of their project, through music. These studio sessions epitomize what we do at Epidemic Sound—inspire through fresh, curated music.

If I were to single out a specific moment, it would be the thrill of soundtracking a campaign from start to finish, like we did for one of my clients, Wasa.  It may sound straightforward at first, but being deeply involved in the production process, collaborating with the director and production team, and hand picking the perfect track from Epidemic Sound's catalog—it's an incredibly satisfying experience. You can see the final product here.

Can you tell us more about the Customer Success team and how you work? 

Our Customer Success team plays a pivotal role in fostering strong, lasting relationships with our clients while ensuring their needs are met and expectations exceeded. Based across various regions, including Europe, UK, APAC and US, our team collaborates closely to share knowledge and experiences, enriching our collective understanding of client use cases and challenges. 

On a daily basis, each member of the team operates as a mini-entrepreneur, managing their own portfolio of clients with a focus on growth and satisfaction. Our aim is to ensure clients have the resources they need, from agreements to product feedback, to maximize their experience with Epidemic Sound.

Internally, our collaboration extends to various departments within the company. We act as the conduit between clients and the product team, providing valuable feedback and insights to inform product development. Likewise, legal and finance are essential partners, particularly in navigating complex music licensing agreements and financial transactions.

The Customer Success team is the face of Epidemic Sound for our clients, embodying our commitment to creativity, innovation, and exceptional service. We strive to build trust, nurture relationships, and ultimately, ensure that our clients see us not just as a service provider, but as a trusted partner in their creative journey.

How do you personally stay inspired and motivated within your role, especially when facing challenges or setbacks?

Engaging directly with clients is a powerful motivator for me. Meeting with clients, particularly those who are eager to learn and grow with us, energizes me and reminds me of the impact we can have on their creative journey. 

Stepping into our HQ and immersing myself in the Epidemic universe fills me with an incredible sense of energy. Surrounded by exceptional colleagues, I feel fully engaged and inspired.

Can you describe the atmosphere at Epidemic Sound in three words?

Ambitious. Free- spirit. Watermelon.

Why Watermelon? We look hard and peculiar on the outside and have our HQ in this corporate style building but inside we have flavour.

What advice would you give to someone aspiring to become a Customer Success Manager in a creative industry like Epidemic Sound?

Immerse yourself in the field that the company operates in—in our case, that's music. It's not just about liking music; it's about having a genuine interest and passion for it. When you're deeply invested in the industry, the job becomes not only more enjoyable but also more rewarding.