Customer Success Specialist, Music

Overview

We are partnering with a fast‑growing technology company operating at the intersection of AI, SaaS, and the creator economy. As the platform continues to scale, they are looking to hire a Customer Success Specialist, Music to support and grow their community of music creators, artists, producers, and labels.

This role is designed for someone who understands both music culture and technology and enjoys working hands‑on with creators to help them adopt new tools, reach value quickly, and grow over time. It is a growth‑focused customer success position with direct impact on activation, retention, and expansion within a music‑focused user base.

• Accelerate Time‑to‑Value – Guide new music users through smooth and effective onboarding experiences. Help ensure users reach their "aha" moment early by refining onboarding content, flows, and in‑app guidance. Identify and flag friction points or areas of confusion to senior CS and Product teams.
• Deliver High‑Impact Product Enablement – Run live or recorded product walkthroughs that clearly communicate value, best practices, and key features. Tailor demos for music‑focused users, including artists, producers, and labels. Help users visualize how the platform fits into real‑world music workflows, increasing productivity and output.
• Create Customer "Roadmap to Impact" Plans – Develop tailored onboarding and success paths for musicians, producers, and music businesses. Support use cases such as music distribution, marketing, audience growth, and rights‑related workflows. Define milestones, key activities, and checkpoints that guide users toward measurable success. Conduct follow‑ups and review sessions to keep users engaged and progressing.
• Drive Scalable One‑to‑Many Success – Contribute to help center resources, tutorials, in‑app tours, and AI‑driven support content. Share insights that help scale high‑quality customer success across a rapidly growing music user base.
• Retention & Churn Prevention – Monitor user health scores, engagement signals, and churn‑risk indicators. Execute proactive outreach, re‑engagement loops, and save‑play initiatives for at‑risk users. Surface recurring issues and churn drivers to senior CS leadership.
• Product Feedback & Advocacy – Capture user feedback, feature requests, and common pain points from the music community. Translate music‑specific needs into actionable insights for Product and Design teams. Support initiatives that reduce friction and drive product‑led retention.
• Expansion & Growth Support – Identify power users who may benefit from upgraded plans, advanced features, or higher‑touch engagement. Manage an assigned book of ARR with responsibility for expansion, upgrades, and upsell performance. Educate users on premium capabilities and support revenue growth from the existing base.

• Experience & Background – 2–3+ years of Customer Success experience, ideally within a B2C SaaS environment. Experience managing and retaining a high‑volume user base. Background or strong interest in music, media, or creator‑focused platforms.
• Music Industry Knowledge – Strong understanding of the modern music ecosystem, including independent artists, producers, labels, and digital distribution. Familiarity with music distribution and marketing platforms (e.g., digital distributors, streaming‑focused tools). Ability to communicate effectively with artists and music creators, understanding both the emotional and professional realities of the industry.
• Data & Product Mindset – Comfortable using CRM and CS tools such as Hub Spot and product analytics platforms. Familiarity with key metrics including activation, churn, health scores, and net revenue retention. Ability to spot patterns in user feedback and translate them into product improvements.
• Personal Attributes – Clear, empathetic communicator who avoids corporate jargon. Curious, proactive, and comfortable working in fast‑moving startup environments. Able to explain technical or AI‑driven concepts to non‑technical users.

This role offers the chance to work directly with music creators at the cutting edge of AI‑powered tools, shaping how they adopt and grow with new technology. You'll have hands‑on impact on the creator experience while developing deep expertise in customer success, product enablement, and growth within the music tech space. If you’re passionate about music, excited by technology, and motivated by helping creators succeed, this is a standout opportunity.