Customer Success Manager

• Manage, coach, and inspire your 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 - aligned with MakeMusic customer success metrics.
• Own team pipeline tracking and forecasting in close partnership with sales leadership to ensure accurate projections and strategic planning.
• Partner cross-functionally with leadership, marketing, sales, support, adoptions, and product to champion the voice of the customer and drive continuous improvement across the customer journey. Assist with refinement and development of customer onboarding processes and training programs with cross-functional teams, to ensure smooth product adoption and value realization.
• Develop and implement customer success strategies to enhance customer loyalty/stickiness, satisfaction, and ultimately long-term value (LTV) realization.
• Refine customer success playbooks, tooling, and reporting to drive efficiency, consistency, and customer satisfaction. Collect and analyze customer feedback to provide actionable insights to the product development team, driving innovation and improving our product and customer experience.
• Provide regular feedback, mentorship, and professional growth opportunities for your team. Empower them to own outcomes while building trust and accountability.
• Balance leadership duties with hands-on work managing your own book of business. Step into customer conversations as needed to support your team and demonstrate best-in-class success practices.
• Ensure accurate tracking and reporting of pipeline, activities, account health, and performance metrics using our CRM. Use data to inform team priorities and customer strategy.
• Proactively engage with customers to address challenges, understand their evolving needs, and ensure they are fully utilizing the benefits of MakeMusic as well as cross-sell potential into our other Music Brands offerings
• Manage and own an assigned book of business, that holds a renewal and expansion quota, tied to yearly compensation.

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