Customer Success Manager

BigMarker•Chicago, IL

37d

About The Position

As a Customer Success Manager, you will be the trusted advisor and strategic partner for a portfolio of our enterprise and mid-market clients. You won't just support them, you will guide them on how to best utilize BigMarker’s suite of tools (Webinars, Virtual Venues, Badge Printing, Mobile Apps) to achieve their event and marketing goals. Your primary objective is to drive product adoption, ensure successful event execution, and foster long-term retention. You will bridge the gap between technical capability and business outcome, ensuring that every event, whether virtual, in-person, or hybrid, runs flawlessly.

Requirements

Exceptional verbal and written communication skills. You can speak the language of a Marketing Manager focused on webinar lead generation and an Event Planner focused on attendee flow and badging.
5+ years of experience in Customer Success or Event Operations.
You must have a track record of managing recurring webinar programs (marketing, training, town halls) and/or large-scale events (virtual conferences, hybrid summits).
You can easily switch gears between the "high volume" mindset of daily webinars and the "high complexity" mindset of multi-day conferences.
Comfortable learning complex software quickly.
You possess the organizational skills to manage a high volume of webinar accounts while simultaneously quarterbacking long-term event projects.
You understand that whether it’s a CEO’s town hall or a global summit, there are no "do-overs."
You remain cool under pressure and can troubleshoot live technical issues (audio/video, connectivity) with grace.

Nice To Haves

Familiarity with HTML/CSS, marketing automation tools (HubSpot, Marketo, Salesforce) is a major plus.

Responsibilities

Own a portfolio of customer accounts, serving as the primary point of contact post-sale.
Build strong relationships with stakeholders (Event Managers, CMOs, L&D Directors) to understand their business objectives.
Lead kick-off calls and onboarding sessions to ensure clients are set up for success.
Train users on platform features, best practices, and new product releases.
Act as a consultant for client events, offering guidance on run-of-show, engagement strategies (polls, Q&A, networking), and technical configurations.
Monitor account health, usage metrics, and NPS scores to proactively identify churn risks.
Partner with Sales to identify upsell/cross-sell opportunities (e.g., upgrading from webinars to full virtual venues).
Serve as the "Voice of the Customer," channeling feedback to Product and Engineering teams to help shape the roadmap.
Work with Support to escalate and resolve critical technical issues.
Conduct Quarterly Business Reviews (QBRs) to demonstrate ROI, review event performance analytics, and map out future strategies.