Customer Success Manager

Customer Success Manager
Artist Growth | Remote-friendly, with a preference for Nashville, New York, or Los Angeles

About Artist Growth
Artist Growth is a Nashville-based company whose platform is used by labels, management companies, booking agencies, and artists to manage projects, events & touring, EPKs, and data intelligence for their entire rosters.. We’re a small team, and the people who join us have real influence on how we work with customers.

About the role
You’ll be the person our customers rely on after the contract is signed. You’ll guide enterprise accounts through implementation and training, help them get more out of AG over time, and support our growing SMB customer base. You’ll care about customers’ success and about growing their business with us. That means noticing where AG could help other teams inside their organizations, pursuing account growth professionally, and working with our renewals and billing teams to follow through and expand our business. and expand those relationships. You’ll work closely with our product, engineering, and operations teams, and what you hear from customers will shape what we build and how we do things.

What you’ll do

• Lead onboarding and implementation for enterprise customers, from kickoff through go-live
• Train customer teams on AG, in groups and one-on-one, and build training materials where they’re missing
• Manage account setups and maintain the data sets for each account. 
• Learn how each customer runs their business and translate that into how they use AG
• Drive account growth within your enterprise customers, identifying where AG can add value and working with leadership on expansion and renewals
• Support SMB customers through onboarding, questions, and ongoing check-ins, with a lighter-touch approach that scales
• Support SMB trial prospects and drive conversion, understanding prospect reactions to our platform / likes / dislikes and what leads to adoption by a higher percentage of SMBs
• Manage the support pipeline and help documentation.
• Contribute to drafting and delivering customer-facing communications.
• Keep customer records, notes, and follow-ups current in the CRM. 
• Bring customer feedback, feature requests, and recurring issues back to product and engineering
• Partner with our renewals and billing teams so customers have a smooth experience from start to renewal

What we’re looking for

• Experience in the music business. Music tech experience is a huge plus, and so are existing relationships in the music community.
• CRM experience (specifically HubSpot) is a huge plus. You’ll use it daily to keep customer records and follow-ups current.
• Experience in customer success, account management, implementation, or a similar customer-facing role, ideally with both enterprise and small business customers
• Strong listening skills. You ask good questions, understand what a customer needs, and say it back clearly.
• A growth mindset. You’re comfortable talking about expansion and pricing with customers, and you see more usage as part of good service.
• Clear, friendly communication in writing and in person, with executives and day-to-day users alike
• Comfort running training sessions and walking people through software
• Great organization and follow-through across many accounts at once

What we offer

• Salary of $60,000 to $80,000 per year
• 100% company-paid healthcare, and AG covers the deductible for your entire family
• Generous PTO and holiday time
• Remote-friendly. We’d prefer someone based in Nashville or another major music hub like New York or Los Angeles.
• Direct access to leadership and a real say in how we work with customers