Customer Success, Digital Specialist - 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 Customer Success, Digital Specialist, you will be responsible for the renewal and expansion of our smallest customers, who constitute the long tail of the business. While responsible for that segment, your job is to ensure that all our customers are thriving, consistently deriving value from our products and services, and renewing their partnerships with us. You’ll work alongside data and marketing on identifying and proactively addressing the most important touchpoints, automating and personalizing their customer journey at scale, identifying opportunities for expansion and escalating when necessary to ensure that risk of renewal is mitigated. To succeed in this position, you must possess strong skills in organization, process optimization, cross-functional collaboration, customer-centricity, problem-solving, and data analysis. Your contributions will empower our customers to reach their business objectives while improving both our gross and net dollar retention rates.

You will sit directly with the Customer Success Team, work in close collaboration with Customer Success Managers, Data, Marketing, and Sales, and report to the Director, Customer Services.

Core Functions:

• Assist with the creation and refinement of a playbook to proactively manage the end-to-end renewal process of the long tail of the business including order processing, ensuring timely renewals and addressing any potential risks or challenges that might impact customer retention in this segment.
• Forecast renewal rates, meet or exceed a quota of renewals, and manage a large portfolio of accounts with automated tools and touchpoints.
• Develop and leverage scalable processes to streamline renewals and automate engagement, ensuring consistent engagement with customers.
• Partner with the Marketing team to implement playbooks and tools to handle renewals efficiently across a high volume of customers.
• Continuously monitor and track customer health metrics, product usage, and engagement to identify risks of churn or downsell.
• Use data-driven insights to prioritize outreach and provide targeted support to at-risk customers before renewal periods.
• Collaborate closely with data and marketing teams to deliver positive customer outcomes.
• Perform 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

• 2-4 years of experience in customer success, account management, or a similar role, ideally in a digital or SaaS environment.
• Experience with or understanding of the role of teachers in the music education industry.
• Strong analytical and data interpretation skills, with the ability to track customer health metrics, identify trends, and use insights to inform customer outreach strategies.
• Strong communication and interpersonal skills, with the ability to build and maintain customer relationships, serve as the primary point of contact, and effectively defuse challenging situations.
• Experience w