Customer Success Manager

About the position

We are building a world-class Customer Success organisation of motivated and talented platform experts. We’re looking for self-motivated candidates, relentless advocates for our customers, adept problem solvers and skilful relationship managers. The team is responsible for being a strategic liaison between Eventbrite and our largest and highest-value customers, meaning we need platform experts who deliver amazing experiences for our customers and drive long-lasting success for our partners. As a Customer Success Manager on our Customer Success Team, you will help our large and complex customers realise the maximum ROI with the Eventbrite platform, and help the company build a world-class customer lifecycle model that supports our core business and expands our revenue potential. You will be responsible for ensuring a high-quality, predictable, and repeatable delivery model is implemented that maximizes delivery quality, engagement, retention, and revenue. You will play a pivotal role in shaping and executing the company's strategic initiatives.

Responsibilities

• Personally own and manage the success and health of large and complex Event Creators.
• Provide strategic advice to Creators on leveraging the Eventbrite platform to achieve their goals.
• Advocate for Creators within Eventbrite, ensuring their feedback is incorporated into product development.
• Deliver training and information to help Creators maximise platform use.
• Monitor Creator performance and feature adoption, proactively addressing challenges.
• Track and report on KPIs, customer satisfaction, and overall health of Creator accounts.
• Identify customer requirements, remove roadblocks, and lead outreach campaigns.

Requirements

• At least 6 years professional experience, with at least 4 years in a Customer Success/Account Management type role.
• Exceptional ability to proactively communicate and foster positive business relationships.
• Experience owning customer outcomes with a SaaS product.
• Strong organisation skills & superb capabilities in managing multiple high-priority projects.
• Excellent communication skills (both verbal and written), meticulous attention to detail.
• An analytical and results-focused mindset, coupled with a creative make-it-happen spirit.
• Experience using CRM software (Salesforce, ChurnZero, Gong, Gainsight, or similar).
• Strong interpersonal skills, and a proven track record of working cross-functionally.

Nice-to-haves

• A history of working with Live Events Creators or the ticketing industry.
• Prior experience in cross-promoting and upselling products.
• Prior experience with Tableau, Snowflake and SQL.
• Experience in a fast-paced startup environment.
• Avid Eventbrite user with a passion for live events.
• Spanish Proficiency.

Benefits

• Comprehensive benefits and a wellness package above and beyond standard medical benefits.
• Support in a remote environment.
• Wellness allowance.
• Carrot family planning benefit.
• Origin Financial Planning service.
• Modern Health and BriteBreaks (generally the first Friday of every month off).