JOB TITLE: Community and Customer Success Manager, Education

LOCATION: REMOTE

THE ROLE: We are seeking a dynamic and driven Community and Customer Success Manager with strong sales acumen to join our team, a role that uniquely combines partner support, content creation, training facilitation, and community-building responsibilities. In this position, you will be essential to finding and ensuring our education customers achieve their goals and maximize the value of Splice. Our customers come in all shapes and sizes - educators, program directors, superintendents, IT leads, etc…all with students' best interests at their core. This role will build a community to drive new customers, guide customers through the onboarding process, develop engaging curricular content, and lead educational activations to empower our educators and students. As a part of this work you will be in charge of our feedback cycle - gathering feedback and learnings, maintaining self-serve resources, providing valuable insights to drive continuous product improvement, and identifying opportunities for growing Splice’s adoption in the classroom to contribute to the overall revenue growth of the Education program and Company.

 

WHO WE ARE:  

Splice is a creative platform for people who make music. Serious producers choose Splice Sounds to bring their ideas to life. A subscription to Splice inspires and accelerates creative success for digital music creators with an industry-leading catalog of sounds and samples and an expanding AI stack. With a rent-to-own marketplace of DAWs and plugins, the Splice experience seamlessly integrates into any music production workflow, regardless of DAW (Digital Audio Workstation). Via Splice, an unparalleled team of sound designers and sample creators are fueling the success of a growing global community of chart-topping producers, students, and DIY creators.

 

HOW WE WORK:  At Splice, DISCO is a rallying cry for collaboration, accountability, and unity within our organization; Direct, Inclusive, Splice Together, Creator Centric, and Optimistic. Our shared success depends on our ability to support one another, work well together, and communicate directly. By embracing flexibility and a unified approach, we can navigate anything that’s thrown at us. Splice embraces a culture of remote work. You’ll see your colleagues showing up from across the US and the UK. To keep us working well as a team, we have regular communication, including Town Halls, departmental all-hands, and get-togethers.

When you join Splice, you join a network of colleagues, peers, and collaborators. Are you ready?

TEAM INFORMATION: At Splice, our Business Development team is the driving force behind our growth and expansion. We identify and cultivate strategic partnerships that amplify our reach and deepen our impact within the music industry. Join us to shape the future of Splice by exploring new markets, negotiating deals that matter, and fostering relationships that create long-term value. Your work will directly influence the direction of the company, helping to unlock new opportunities for creators around the globe.

 

WHAT YOU’LL DO: 

• Customer Concierge: Guide new customers through the onboarding process, ensuring they understand how to use the product, address initial questions, monitor customer metrics, and identify growth opportunities based on their evolving needs and usage. Measured by customer onboarding/adoption metrics. 
• Curricular Content Creation: Develop and design engaging educational materials and content such as lesson plans, tutorials, instructional videos, and promotional content to support customer education and highlight features.
• Training Facilitation: Lead training sessions, workshops, or webinars to educate customers on product features, best practices, and advanced usage, while integrating sales pitches appropriately.Measured in part by session evaluations and self-reflection.
• Community Building: Connect with customers through thoughtful conversations to discover ways to foster relationships and create a sense of community. Develop personalized strategies that contribute to both their satisfaction and revenue growth. Measured by activities and pipeline health in a sales CRM.
• Feedback and Learnings: Gather and analyze customer feedback on the product, training materials, and overall experience to use these insights to enhance our content and support, as well as to discover new opportunities for sales or product improvements.
• Education Resource: Create and maintain a knowledge base, FAQs, and self-help resources that support customer self-service, while integrating promo information to drive awareness of additional features or services.
• Insights Reporting: Track and report on customer engagement metrics, training effectiveness, content engagement, and sales performance. Share insights and suggestions to improve customer support, content strategies, and overall efforts.

Travel Expectations:  As a key part of your role, you’ll have the opportunity to travel to various campus events, educational activations, and community-building engagements. This travel is crucial for building strong relationships with our education partners, supporting on-site training, and facilitating workshops that empower educators and students alike.

JOB REQUIREMENTS: 

• 6+ years of work experience
• 3+ years experience working in EdTech and/or community building with students, teachers, and educators
• Ability to build and maintain customer relationships
• Ability to understand customer needs, struggles, and desires and apply pragmatic solutions
• Ability to manage multiple customer accounts concurrently
• Experience and comfortability working within a CRM tool
• Strong communication skills, particularly in questioning and listening and effectively communicating the benefits of a product in the classroom
• Well-versed in music production or have a love for creator culture
• Able to foster strong, positive working relationships with team members and cross-functional partners

 

NICE TO HAVES: 

Do you have other creative passions? We want you to apply those skills! Whether it be motion design, photography, illustration—you name it, we want it.

The national pay range for this role is $78,750 - $90,000. Individual compensation will be commensurate with the candidate's experience.