Manager, Customer Success (People Manager) - MakeMusic

Company OverviewHelp Shape the Future of Music Creation and Education at MakeMusicAt 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 OverviewAs 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 team—fostering 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 manager—you’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 FunctionsLead 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 offeringsOwn 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.RequirementsRequired Qualifications3+ 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 teamsDeep understanding of music and music education in K-12 market.Proven track record of building customer relationships that lead to high retention and account growthExcellent communication, interpersonal, and organizational skillsStrategic thinker with strong problem-solving and critical thinking abilitiesMetrics driven; ability to create and hold teams accountable to meaningful KPIs and goals, instilling ownership and proactive communicationData and analytical expertise; ability to analyze complex datasets to identify patterns, trends, and key drivers that influence forecasting accuracy, going beyond simple historical analysisProficient in Google Workspace, HubSpot (or equivalent CRM), and other sales and support toolsComfortable in a dynamic, fast-paced, and collaborative environmentAbility to manage multiple projects and priorities with minimal supervisionPreferred QualificationsExperience using MakeMusic Cloud (formerly SmartMusic) as a music educator or music studentExperience managing CSM teams and scaling customer success processesFluency in Spanish or other foreign languagesExperience collaborating closely with Product, Development, and Customer Success teamsDegrees are not required and we value all forms of continued education including traditional four-year degrees, post-graduate degrees, associates degrees, bootcamps, online training, professional certifications, self-teaching and more.Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.BenefitsCompensation:We are committed to fair and equitable compensation practices. The annual salary range for this role in Colorado is $68,550-$114,250. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications. This role is eligible for variable compensation including bonus.Benefits and Perks:HealthWe 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.Disability and LifeWe 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.AdditionalWe 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.If you require a reasonable accommodation to review our website or to apply online, please fill out our Candidate Accommodations Request Form.Peaksware adheres to the FLSA Exemption Threshold for minimum wage in all states.Work EnvironmentThis job operates in a professional office environment that is well-lighted, heated, and/or air-conditioned with adequate ventilation and a noise level that is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.All employees must comply with all safety policies, practices and procedures. Report all unsafe activities to your manager and/or Human Resources.Physical DemandsWhile performing the duties of this job, the employee is regularly required to sit and move about the facility; use hands to handle, or feel; talk by expressing ideas by means of the spoken word; and hear by perceiving the nature of sounds. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.To view the Peaksware Privacy Policy, click here. By submitting an application, you acknowledge and agree to the Peaksware Privacy Policy.Recruiting Agency Notice: We do not accept agency resumes or assistance. Please do not forward resumes to our jobs alias or our employees. We are not responsible for any fees related to unsolicited resumes.

Created: 2025-11-17