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).
