Customer Success, Account Manager

Role Overview

• 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.

Requirements

• 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.
• 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.

Tech Stack

• Cloud

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.