Customer Success Manager, Business Services
RELX
Manager, Customer Success
Peaksware Holdings, LLC
full-time
Posted on:
Location Type: Remote
Location: Remote • Colorado • 🇺🇸 United States
Visit company websiteSalary
💰 $68,550 - $114,250 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- 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.
Requirements
- 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 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 create and 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, going beyond simple historical analysis
- 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
- 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
- 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.
- 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.
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaS Customer SuccessAccount ManagementData AnalysisKPI DevelopmentCustomer Relationship ManagementCustomer Success StrategiesCustomer Onboarding ProcessesMetrics TrackingProblem SolvingAnalytical Expertise
Soft skills
LeadershipMentoringCommunicationInterpersonal SkillsOrganizational SkillsStrategic ThinkingCritical ThinkingProactive CommunicationTeam AccountabilityCollaboration
