Manager, Customer Success - MakeMusic

Manager, Customer Success

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!

As part of the Peaksware portfolio, consisting of brands like TrainingPeaks, MakeMusic, Alfred Music, TrainHeroic, we're united by a shared mission : to create software that transforms deliberate practice into performance. At Peaksware, we don't just build products. We build communities of motivated people chasing progress, including athletes, musicians, performers, and the teams that support them.

General Overview

As Manager, Customer Success, you will play a pivotal role for MakeMusic by leading a high-performing team of Customer Success Account Managers, while directly managing your own book of strategic accounts.

This player-coach role blends customer advocacy, team leadership, and operational rigor. You'll ensure customers have a world-class experience across their lifecycle, while mentoring your team to do the same. Your work drives retention, expansion, and deep customer engagement.

You will collaborate closely with the Director of Sales, to ensure our customers have an incredible experience through their journey with MakeMusic. You'll bring strategy, structure, and inspiration to your teamfostering a culture of accountability, continuous improvement, and customer obsession.

You thrive in fast-paced environments, take ownership of outcomes, and bring energy, empathy, and curiosity to everything you do. You're not just a manageryou're a coach, mentor, and player ready to roll up your sleeves. This role sits on our Customer Success, Account Management team and reports directly to the Director, Sales.

Core Functions

• Lead the Team - Manage, coach, and inspire your team to deliver exceptional customer outcomes and meet retention and expansion goals.
• Drive Results - Own and improve strategies that increase renewal rates, product adoption, and account expansion - aligned with MakeMusic customer success metrics.
• Pipeline Forecasting - Own team pipeline tracking and forecasting in close partnership with sales leadership to ensure accurate projections and strategic planning.
• Strategic Collaboration - 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.
• Customer First Focus - Develop and implement customer success strategies to enhance customer loyalty / stickiness, satisfaction, and ultimately long-term value (LTV) realization.
• Process Improvement - 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.
• Team Coaching and Development - Provide regular feedback, mentorship, and professional growth opportunities for your team. Empower them to own outcomes while building trust and accountability.
• Player-Coach Mentality - 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.
• Operational Excellence - 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.
• Other Duties as Assigned - You're a team player and ready to step in wherever needed to support company-wide goals.
• Proactive Engagement - 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
• Own and Maintain - Manage and own an assigned book of business, that holds a renewal and expansion quota, tied to yearly compensation.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.