Customer Success Manager

Company Information Help Shape the Future of Music Creation and Education at MakeMusic At MakeMusic, we believe music has the power to inspire, connect, and transform lives. For over three decades, we’ve been at the forefront of music technology, building tools that help musicians compose, teach, learn, and perform. Our products are trusted by Grammy-winning composers, world-class educators, and students in classrooms and homes around the globe. With MakeMusic Cloud, we’ve reimagined music practice for the digital age by offering students real-time feedback, access to an extensive repertoire library, and seamless tools for educators to track progress and personalize instruction. If you’re passionate about music, driven by innovation, and eager to create tools that empower musicians and educators around the world, then MakeMusic is the stage you’ve been looking for! We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed. General Summary As a Customer Success, Account Manager on our team, you will be a co-architect of the customer experience for our high-volume account segment. This is a unique hybrid role designed for a CSM who loves nurturing relationships but is equally passionate about the "multiplier effect"—using marketing strategies and digital motions to provide a high-touch feel at a massive scale. You will manage the account journey post-sales through renewal, ensuring these customers are successfully onboarded, supported, nurtured, and renewed. You aren't just following a playbook; you are co-designing the digital outreach and automated motions that define how we scale. You will partner closely with our team to build the logic, content, and workflows that bridge the gap between human connection and automated efficiency. You are a continuous learner with a flair for communication who approaches the challenge of "scaling empathy" as an opportunity to improve. You will sit directly with the Customer Success team, work in close collaboration with the Education and Adoption team, as well as the Implementation and Support teams and report to the Manager, Customer Success. Core Functions: Account Management, Retention and Expansion: Manage a high-volume book of business within our scale segment, leveraging "one-to-many" strategies to drive renewals and expansion opportunities. Grow your assigned book of business by anticipating and proactively servicing your customers' needs, using data to identify opportunities for deeper adoption across your territory. Monitor client accounts, listen to customer feedback, and ensure customer satisfaction, acting as a representative of the customer internally. Meet or exceed a quota of renewals and expansions. Respond to inbound communications in a timely fashion, process orders, activate subscriptions, and in coordination with the Implementation and Support team, provide training and support when needed to assigned accounts. Maintain accurate client records, keeping track of changes such as point of contact, contract updates, activities, notes, and renewals in Hubspot. Partner with sales to drive the upsell of subscriptions in organizations, thus increasing the overall revenues and the number of high-value and mid-value accounts. Negotiate contracts and pricing with current customers as a part of the expansion motion, identifying opportunities to offer additional solutions. Provide updated information to the client about new and/or improved products or services to make upsells. Collaborate with management and cross-functional teams on efforts to forecast and identify growth opportunities within your territory. Create and execute "human-centric" customer marketing materials, including automated email sequences, in-app guides, etc. that feel like a 1:1 conversation. Develop digital success motions that guide customers through key milestones in their journey without requiring manual intervention for every step. Write compelling, brand-aligned copy for customer outreach that educates users on best practices and drives deeper product adoption. Partner with the team to co-design the logic for automated customer journeys Leverage the tech stack (Hubspot and automation tools) to organize daily tasks and build workflows that make managing hundreds of accounts seamless. Other : Collaborate among direct team members and across the brand to contribute to a Community of Best Practices. Default to excellent customer service in all circumstances. Leverage tech stack to organize and execute daily responsibilities and tasks. Attend trade shows to demonstrate the value and functionality of the product to the customer base and/or prospective customers. With direction from leadership, execute on large scale campaigns and missions as necessary. 2-4 years of experience in customer success, or customer marketing in the EdTech space, with a demonstrated ability to manage a book of business and meet or exceed renewal and expansion quotas. Strong communication and interpersonal skills, with the ability to build and maintain customer relationships, serve as the primary point of contact, and effectively defuse challenging situations. Experience building "one-to-many" materials or digital success motions (e.g., automated email campaigns, webinars, or self-service resources). Customer-oriented mindset and a commitment to delivering excellent service, with proven success in anticipating and addressing customer needs. Exceptional communication and copywriting skills, with the ability to turn technical updates into warm, engaging customer content. Experience with data analysis and critical thinking, with the ability to use insights to identify growth and expansion opportunities. Proficiency in CRM systems (such as Hubspot) and other relevant tech stack tools to keep accurate client records and organize daily responsibilities. Contract negotiation skills, with a demonstrated ability to negotiate terms, renewals, and expansions with existing clients. Ability to collaborate across departments, especially with sales, implementation, marketing, and support teams, to drive upsells, facilitate product demos, and ensure consistent messaging. Strong organizational and time-management skills, capable of handling multiple accounts and tasks, meeting deadlines, and responding to inbound communications in a timely manner. Willingness to travel occasionally, including to trade shows or client sites, to represent the product and company. Desired Qualifications: Familiarity with MakeMusic Cloud (formerly SmartMusic), Finale and/or other widely used music education or composition platforms. Prior experience in the music SaaS industry or as a musician and/or music educator. Specific experience in a "Scale" CSM role or a background that includes Customer Marketing Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply. Compensation: Peaksware/MakeMusic is committed to fair and equitable compensation practices. The hourly compensation range for this role in Colorado is $23.34-$38.90. Each role at Peaksware has a defined salary range based on market data and company stage. We typically hire at the lower to mid-point of the range, with the top end reserved for internal growth and exceptional performance. Actual pay depends on factors like experience, technical depth, geographic location, and alignment with internal peers. This role is eligible for variable compensation, including bonus. Benefits and Perks: Health We offer comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program. Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity are also available. Disability and Life We offer several company paid options including Short Term Disability, Long Term Disability, as well as Basic Life Insurance and AD&D. Additional coverage options including Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child are also available. Additional We offer a 401(K) including a company match. We observe 12 paid holidays annually and provide discretionary Flexible Time Off. Employees also receive free access to our products, corporate discounts, and professional development resources. Access to the Performance and Recovery Center (PARC), our on-site fitness facility, as well as employee only access to on-site locker rooms and showers. Employee only access to secure, indoor bike storage and access to e-bikes exclusively to Peaksware employees. Access to our onsite Music and Podcast Studio. If you require a reasonable accommodation to review our website or to apply online, please fill out our Candidate Accommodations Request Form. Peaksware adheres to the FLSA Exemption Threshold for minimum wage in all states. Work Environment: This job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources. Physical Demands: While performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Travel: Willingness and ability to travel 5-10% of the time. Anticipated travel to include internal company events and industry tradeshows. To view the Peaksware Privacy Policy, click here . By submitting an application, you acknowledge and agree to the Peaksware Privacy Policy. Recruiting Agency Notice: We do not accept agency resumes or assistance. Please do not forward resumes to our jobs alias or our employees. We are not responsible for any fees related to unsolicited resumes.