Customer Success Manager

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Oversee the onboarding and implementation process for enterprise clients from the initiation to the go-live phase.

• Conduct training sessions for customer teams, both in group settings and individually.

• Create training materials as necessary.

• Handle account configurations and ensure account datasets are accurately maintained.

• Gain insight into each customer's business operations and adapt AG usage accordingly.

• Promote account growth among enterprise clients.

• Recognize opportunities for AG to provide value and collaborate with leadership on expansion and renewal efforts.

• Assist SMB clients with onboarding, inquiries, and continued engagement.

• Aid SMB trial prospects and facilitate their conversion into customers.

• Analyze prospect responses, preferences, and factors driving adoption.

• Oversee the support pipeline and maintain help documentation.

• Prepare and deliver communications directed at customers.

• Maintain up-to-date customer records, notes, and follow-ups in the CRM system.

• Relay customer feedback, feature suggestions, and recurring issues to the product and engineering teams.

• Collaborate with renewals and billing departments to assist customers throughout their journey from start to renewal.

⛳️ Requirements

• Experience in the music industry.

• Familiarity with music technology is highly advantageous.

• Established connections within the music community are beneficial.

• Proficiency in CRM systems, especially HubSpot, is a significant advantage.

• Background in customer success, account management, implementation, or a comparable customer-facing position.

• Ideally, experience working with both enterprise and small business clients.

• Exceptional listening abilities.

• A growth-oriented mindset.

• Clear and friendly written and verbal communication skills suitable for interaction with executives and everyday users.

• Comfort in leading training sessions and guiding individuals through software.

• Strong organizational skills and the ability to follow through on multiple accounts simultaneously.

🏝️ Benefits

• 100% company-sponsored healthcare.

• AG covers the deductible for your entire family.

• Generous paid time off and holiday leave.

• Flexible remote work arrangements.

• Direct access to company leadership.

• A genuine influence on our customer engagement strategies.