Customer Success Manager

Nova Music; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Nova Music is seeking a Customer Success Manager to help independent music teachers set up Nova, adopt essential workflows, and grow with confidence. You’ll guide teachers through setup, build relationships, and gather feedback to improve education and product support.

You will work with educators to optimize how they run studios, manage scheduling, billing, and family communication, ensuring meaningful value and retention across Nova’s platform.

Qualifications

• 2–5 years in customer success, implementation, or related roles.
• Understanding educators' day-to-day realities.
• Ability to communicate with patience, warmth, and clarity.

Responsibilities

• Help new teachers set up studios and reach value quickly.
• Build ongoing relationships and adapt to changing needs.
• Create onboarding and adoption programs for core workflows.
• Identify teachers needing help and provide personalized guidance.
• Monitor recurring questions and share patterns with product/engineering.
• Improve help content and support processes across the journey.
• Use data to prioritize outreach and measure impact.
• Develop AI-assisted workflows for timely, personal support.

Skills

Customer success

Education experience

Communication skills

Relationship building

Job description

Help music teachers set up Nova, get lasting value from it, and grow with confidence.

We review applications on a rolling basis.

Salt Lake City, UT; San Francisco, CA; or Remote Full-time Customer Success

About Nova Music

We’re building Nova Music to give independent music teachers one place to run their studios. Nova brings scheduling, attendance, billing, family communication, lesson records, student portals, and practice into one connected experience.

We talk with our customers daily. Their feedback, along with how they use the product, shapes what we build.

Our goal is to reduce the administrative work teachers carry, make things clearer for families, and create a better experience for students between lessons.

The role

We’re looking for a Customer Success Manager who can help music teachers make Nova an effective part of how they run their studios.

You’ll guide customers through setup, help them adopt the workflows that matter to them, and build relationships that give us an honest view of what’s working and what needs attention.

You’ll turn recurring questions and customer patterns into better education, stronger internal processes, and clear input for the product team.

You’ll help define customer success at Nova as our community and product continue to grow.

What you’ll do

• Help new teachers set up their studios and reach value quickly.
• Build ongoing relationships with customers and understand how their needs change over time.
• Create onboarding, education, and adoption programs for Nova’s most important workflows.
• Identify teachers who need help and intervene with useful, personal guidance.
• Track recurring customer questions, friction, and requests and share clear patterns with product and engineering.
• Improve help content, support processes, and communication across the customer journey.
• Learn why teachers stay, upgrade, or leave and turn those insights into action.
• Use customer and product data to prioritize outreach and measure its effect.
• Build AI-assisted workflows that help Nova give teachers timely, personal, and accurate support.

What success looks like

• More new teachers complete setup and begin using Nova’s core workflows.
• More customers adopt valuable features and continue using Nova over time.
• Teachers receive faster, clearer help and feel confident running their studios in Nova.
• Customer retention improves and preventable cancellations decline.
• More teachers grow into paid plans because they’re getting meaningful value.
• Recurring questions become better product experiences, education, or documentation.
• The product team has a clearer, more current understanding of customer needs.

What we’re looking for

• You have 2–5 years of experience in customer success, implementation, support, teaching, or another customer‑facing role.
• You understand the day‑to‑day realities of educators, independent professionals, or small service businesses.
• You communicate with patience, warmth, and precision in writing and conversation.
• You can guide customers through unfamiliar software without making them feel overwhelmed.
• You recognize patterns across individual conversations and turn them into useful action.
• You’re comfortable working with customer health, product usage, and retention data.
• You can build lightweight processes while still giving customers personal attention.
• You work well with product and engineering teams and communicate customer context clearly.
• You’ve used AI in customer-facing work and know how to protect privacy, accuracy, and trust.

Experience as a music teacher, studio administrator, or customer-success professional in education is strongly preferred.

Explore the tools Nova gives independent music teachers to schedule lessons, manage billing, communicate with families, and run their studios.