Customer Success Manager

Artist Growth is hiring a Customer Success Manager to guide enterprise customers through implementation and training, support SMB customers, and help customers grow their use of the platform. The role partners with product, engineering, operations, renewals, and billing teams to improve customer experience and inform product development.

Responsibilities:

• Lead onboarding and implementation for enterprise customers, from kickoff through go-live
• Train customer teams on AG, in groups and one-on-one, and build training materials where they’re missing
• Manage account setups and maintain the data sets for each account
• Learn how each customer runs their business and translate that into how they use AG
• Drive account growth within your enterprise customers, identifying where AG can add value and working with leadership on expansion and renewals
• Support SMB customers through onboarding, questions, and ongoing check-ins, with a lighter-touch approach that scales
• Support SMB trial prospects and drive conversion, understanding prospect reactions to our platform / likes / dislikes and what leads to adoption by a higher percentage of SMBs
• Manage the support pipeline and help documentation
• Contribute to drafting and delivering customer-facing communications
• Keep customer records, notes, and follow-ups current in the CRM
• Bring customer feedback, feature requests, and recurring issues back to product and engineering
• Partner with our renewals and billing teams so customers have a smooth experience from start to renewal

Requirements:

• Experience in the music business
• Experience in customer success, account management, implementation, or a similar customer-facing role, ideally with both enterprise and small business customers
• Strong listening skills
• A growth mindset
• Clear, friendly communication in writing and in person, with executives and day-to-day users alike
• Comfort running training sessions and walking people through software
• Great organization and follow-through across many accounts at once
• Music tech experience is a huge plus
• existing relationships in the music community
• CRM experience (specifically HubSpot) is a huge plus