MakeMusic Inc.
Manager, Customer Success - MakeMusic
MakeMusic Inc., Louisville, Colorado, United States, 80028
Company Overview
MakeMusic Inc. is a leading music technology company dedicated to helping musicians, educators, and students compose, teach, learn, and perform. For over three decades, we build tools that inspire, connect, and transform lives.
Description We are looking for a Manager, Customer Success to lead a high‑performing Customer Success team and directly manage a book of strategic accounts. This player‑coach role blends customer advocacy, team leadership, and operational rigor to ensure a world‑class experience throughout the customer lifecycle, driving retention, expansion, and deep engagement.
Core Functions
Lead and coach the team to deliver exceptional customer outcomes and meet retention and expansion goals.
Own and improve strategies that increase renewal rates, product adoption, and account expansion.
Track and forecast team pipeline in partnership with sales leadership to enable accurate projections and planning.
Partner cross‑functionally with marketing, support, adoption, and product to champion the voice of the customer and drive continuous improvement across the customer journey.
Develop and implement customer success strategies to enhance loyalty, satisfaction, and long‑term value realization.
Refine playbooks, tooling, and reporting to drive efficiency and customer satisfaction; use customer feedback to inform product development.
Provide regular feedback, mentorship, and growth opportunities to build trust and accountability within the team.
Balance leadership duties with hands‑on work managing your own book of business; step into customer conversations as needed to support success practices.
Ensure accurate tracking and reporting of pipeline, account health, and performance metrics using the CRM; use data to inform priorities and strategy.
Step in wherever needed to support company‑wide goals and proactive engagement with customers to address challenges and understand evolving needs.
Required Qualifications
3+ years SaaS Customer Success/Account Management experience, including managing a book of business and driving customer outcomes.
2+ years of experience leading or mentoring customer‑facing teams.
Deep understanding of music and music education in the K‑12 market.
Proven track record of building customer relationships that lead to high retention and account growth.
Excellent communication, interpersonal, and organizational skills.
Strategic thinker with strong problem‑solving and critical‑thinking abilities.
Metrics driven; ability to hold teams accountable to meaningful KPIs and goals, instilling ownership and proactive communication.
Data and analytical expertise; ability to analyze complex datasets to identify patterns, trends, and key drivers that influence forecasting accuracy.
Proficient in Google Workspace, HubSpot (or equivalent CRM), and other sales and support tools.
Comfortable in a dynamic, fast‑paced, and collaborative environment.
Ability to manage multiple projects and priorities with minimal supervision.
Preferred Qualifications
Experience using MakeMusic Cloud (formerly SmartMusic) as a music educator or music student.
Experience managing CSM teams and scaling customer success processes.
Fluency in Spanish or other foreign languages.
Experience collaborating closely with Product, Development, and Customer Success teams.
Benefits and Perks
Comprehensive health benefits including medical, dental, vision, and paid parental leave.
401(k) plan with company match.
12 paid holidays and flexible time off.
Free access to products, corporate discounts, and professional development resources.
On‑site fitness facility, secure bike storage, and employee‑only access to music and podcast studio.
#J-18808-Ljbffr
Description We are looking for a Manager, Customer Success to lead a high‑performing Customer Success team and directly manage a book of strategic accounts. This player‑coach role blends customer advocacy, team leadership, and operational rigor to ensure a world‑class experience throughout the customer lifecycle, driving retention, expansion, and deep engagement.
Core Functions
Lead and coach the team to deliver exceptional customer outcomes and meet retention and expansion goals.
Own and improve strategies that increase renewal rates, product adoption, and account expansion.
Track and forecast team pipeline in partnership with sales leadership to enable accurate projections and planning.
Partner cross‑functionally with marketing, support, adoption, and product to champion the voice of the customer and drive continuous improvement across the customer journey.
Develop and implement customer success strategies to enhance loyalty, satisfaction, and long‑term value realization.
Refine playbooks, tooling, and reporting to drive efficiency and customer satisfaction; use customer feedback to inform product development.
Provide regular feedback, mentorship, and growth opportunities to build trust and accountability within the team.
Balance leadership duties with hands‑on work managing your own book of business; step into customer conversations as needed to support success practices.
Ensure accurate tracking and reporting of pipeline, account health, and performance metrics using the CRM; use data to inform priorities and strategy.
Step in wherever needed to support company‑wide goals and proactive engagement with customers to address challenges and understand evolving needs.
Required Qualifications
3+ years SaaS Customer Success/Account Management experience, including managing a book of business and driving customer outcomes.
2+ years of experience leading or mentoring customer‑facing teams.
Deep understanding of music and music education in the K‑12 market.
Proven track record of building customer relationships that lead to high retention and account growth.
Excellent communication, interpersonal, and organizational skills.
Strategic thinker with strong problem‑solving and critical‑thinking abilities.
Metrics driven; ability to hold teams accountable to meaningful KPIs and goals, instilling ownership and proactive communication.
Data and analytical expertise; ability to analyze complex datasets to identify patterns, trends, and key drivers that influence forecasting accuracy.
Proficient in Google Workspace, HubSpot (or equivalent CRM), and other sales and support tools.
Comfortable in a dynamic, fast‑paced, and collaborative environment.
Ability to manage multiple projects and priorities with minimal supervision.
Preferred Qualifications
Experience using MakeMusic Cloud (formerly SmartMusic) as a music educator or music student.
Experience managing CSM teams and scaling customer success processes.
Fluency in Spanish or other foreign languages.
Experience collaborating closely with Product, Development, and Customer Success teams.
Benefits and Perks
Comprehensive health benefits including medical, dental, vision, and paid parental leave.
401(k) plan with company match.
12 paid holidays and flexible time off.
Free access to products, corporate discounts, and professional development resources.
On‑site fitness facility, secure bike storage, and employee‑only access to music and podcast studio.
#J-18808-Ljbffr