Customer Success, Senior Account Manager - MakeMusic

We are musicians, athletes, coaches and teachers who truly believe in our mission to help people achieve their best. Our software platforms connect performers, instructors and creators enabling them to publish, teach and train using the principles of deliberate practice.

You may know us as TrainingPeaks, MakeMusic, TrainHeroic and Alfred Music. All these brands are under the Peaksware umbrella. TrainingPeaks develops software for coaches and athletes to track, analyze and plan endurance training. TrainHeroic develops software solutions for the strength and conditioning needs of coaches and athletes. MakeMusic develops software to transform how music is composed, taught, learned and performed. Alfred Music creates and publishes educational music to help teachers, students, professionals and hobbyists experience the joy of making music.

Peaksware has been featured in BuiltInColorado’s Top 100 Companies list since 2017 and our brands have been recognized in Outside Magazine’s “Best Places to Work” multiple years in a row. Peaksware has also been honored as a part of Mogul’s “Top 1,000 Companies for millennial Women Worldwide”. We are proud of our company culture and of consistently being recognized, both locally and nationally, as a top workplace.

We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed.

General Summary

As a Senior Account Manager you are responsible for the retention and revenue expansion of current key school district accounts. You will achieve this through proactive prospecting, networking, and process development.

Success in this position is measured by markedly helping existing districts with high and mid-value contracts, maintain and grow their MakeMusic Cloud implementations which in turn helps grow our business allowing for more resources to continue improving our services. From adding seats to existing high and mid-value contracts to maintaining and increasing existing levels of adoption and implementation, you are responsible for the renewal and expansion of the key accounts segment.

You are the voice of customer conduit to our internal teams. You share best practices, proactive recommendations and data when available with your assigned accounts. You are their point of contact for support issues, product feedback, co-marketing initiatives, and educational opportunities.

Personally, you are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues.

You will sit directly with the Account Management team, work in close collaboration with the Education and Adoption team, as well as the Implementation and Support teams and report to the Director, Customer Services.

Core Functions:

• Develop, iterate, and implement renewal and expansion tactics/strategies for high-value and mid-value accounts.
• Proactively manage a portfolio of key accounts that represents a significant portion of the company’s revenue while effectively prioritizing renewals and growth priorities.
• Effectively communicate the unique needs of high and mid-value accounts to the Executive team.
• Oversee, manage, and grow an existing portfolio of high and mid-value accounts, by regularly interacting with, partnering, and supporting approximately 50 or more key customers, thus creating referenceability.
• Engage with customers through emails, calls, demos, and customer visits, growing and maintaining relationships while helping them deepen their engagement with our products through advising and scheduled account reviews.
• Conduct regular strategic meetings with your customers (including semester reviews) to ensure that their goals are being met, identify what is working and not working, and propose solutions that drive engagement of its end users.
• Create and manage a process to help key accounts best leverage our products as demonstrated by retention and expansion. Do so by building and documenting an account management and growth strategy for each account.
• Collaborate with Business Development, Marketing, and Education teams to create opportunities for accounts to expand their business through partnerships and promotion.
• Monitor end-user allocation and product usage to proactively communicate with customers about platform activity and utilization, proposing ideas to improve that usage and address customer goals.
• Use data and reports to proactively identify potential points of friction within our products and services, then work with the appropriate teams internally and with customers to resolve them before they become problems.
• Derive insights from the frequent engagement with high and mid-value accounts that help to identify early any roadblocks to renewal, then work with the appropriate teams, internally and with customers to resolve them.
• Attend a limited number of trade shows to demonstrate the value and functionality of the product to the customer base and/or prospective customers
• Meet or exceed a quota of renewals and expansions
• Utilize Sigma, Google Analytics, and other reporting tools to be constantly in tune with the pulse of the business and how these key accounts impact it.
• Collaborate across teams to contribute to a Community of Best Practices.
• Always provide the best possible customer service in all circumstances.
• Other duties as assigned

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.

Requirements

Required Qualifications

• 5+ years of experience in account management, customer success, or sales in the EdTech space, with a demonstrated ability to manage a book of business and meet or exceed renewal and expansion quotas.
• Prior experience in the music SaaS industry or as a musician and/or music educator.
• Proven experience in developing and executing strategic renewal and expansion plans, with a track record of managing a high-value portfolio and meeting or exceeding growth and renewal targets.
• Exceptional communication and interpersonal skills with the ability to clearly convey complex account needs to executive leadership and other internal teams.
• Strong analytical skills, with demonstrated proficiency in tools like Sigma, Google Analytics, and CRM platforms (such as Hubspot) to monitor key metrics, derive insights, and proactively address customer needs.
• Excellent strategic thinking and problem-solving skills, with a demonstrated ability to create and document growth strategies for accounts and anticipate and resolve potential issues.
• Ability to build and maintain strong, long-term customer relationships, with experience conducting regular strategic reviews to address and align with client goals.
• Skilled in delivering presentations and product demos and comfortable engaging with clients at events or trade shows, with a focus on creating customer referenceability and increasing engagement.
• Ability to navigate ambiguity, take ownership, and work cross-functionally with Business Development, Marketing, and other teams to identify and leverage opportunities for partnership and customer growth.
• Experience with customer success planning, including account segmentation and prioritization, to drive value for both customers and the business.
• Highly organized and self-motivated, capable of independently managing a high volume of accounts and complex customer interactions.
• Strong negotiation and influencing skills, with a record of successful contract renewals, expansions, and upselling to high-value accounts.
• Commitment to customer service excellence, demonstrating resilience, patience, and adaptability in responding to and resolving customer challenges.

Desired Qualifications:

• Familiarity with MakeMusic Cloud (formerly SmartMusic), Finale and/or other widely used music education or composition platforms.

Don’t meet every single requirement? Don’t worry. We still want to hear from you and encourage you to apply.

Benefits

Compensation:

Peaksware/MakeMusic is committed to fair and equitable compensation practices. The hourly range for this role in Colorado is $28.11 - $46.86/hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

In addition to base wage, this position will be eligible for an attractive performance-based variable compensation plan.

Benefits and Perks

Health

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Dependent Care Flexible Spending Account
• Paid Parental Leave
• Teladoc
• Employee Assistance Program (EAP)
• Additional coverage options such as accident and critical illness insurance and hospital indemnity

Disability and Life

• Company-paid Short Term Disability
• Company-paid Long Term Disability
• Company-paid Basic Life Insurance and AD&D
• Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child

Additional

• 401(K)
• 401(K) Matching
• Pet Insurance
• 9 paid holidays annually and unlimited Flexible Time Off (FTO)
• Free TrainingPeaks, TrainHeroic, MakeMusic accounts, and Alfred Music product
• Access to the Performance and Recovery Center (PARC), our on-site fitness facility
• Employee only access to on-site locker rooms and showers
• Employee only access to secure, indoor bike storage
• Access to our onsite Music Studio
• An assortment of “grab’n go” fruit and snacks as well as on tap cold brew, kombucha, and beer.
• Beautiful onsite cafe that includes indoor and outdoor seating and lounge areas.
• Access to e-bikes available exclusively to Peaksware employees
• Significant investment in resources for employee growth and development
• Corporate discounts on select gym memberships and top brand gear
• Flexible work schedule in a culture of trust

Please contact [email protected] if you require a reasonable accommodation to review our website or to apply online.

Work Environment:

This 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.

Travel:

Willingness and ability to travel up to 15% of the time. Anticipated travel to include internal company events, meetings and training as well as customer events, trade shows and customer visits.

Physical Demands:

While 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.

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