Customer Success Manager
About The Position
Momentus provides event and venue management software to customers around the world. The Customer Success Manager serves as a strategic partner to customers, helping them maximize value, adopt the product, and build long-term relationships. This role works with customers to understand their goals, support strategic planning, build executive alignment, identify growth opportunities, and help them achieve success and satisfaction with Momentus solutions. This is a U.S.-based remote role. Periodic travel is required for customer onsite visits, company meetings, and team events. Candidates must reside in a U.S. state that does not currently mandate salary disclosure in job postings; candidates residing in California or other states with active pay transparency laws will not be considered.
Requirements
- Previous experience using the Momentus Elite platform (formerly VenueOps by EventBooking) as an end user.
- Strong communication and interpersonal skills.
- Ability to translate product functionality into business value and best-practice recommendations.
- Results-driven approach focused on customer satisfaction and retention.
- Ability to understand technical concepts and explain them to non-technical audiences while adapting to evolving products, technologies, and customer requirements.
- Must reside in a U.S. state that does not currently mandate salary disclosure in job postings; candidates residing in California or other states with active pay transparency laws are not eligible.
Nice To Haves
- Familiarity with customer success tools such as Gainsight and Salesforce.
- Experience using AI tools such as Microsoft Copilot, Claude, ChatGPT, Hook, or similar solutions.
- Experience in a B2B SaaS environment supporting customer success.
- Ability to travel 3–5 times a year for team events and customer engagement.
Responsibilities
- Align with customers on strategic goals and establish mutual success plans that support long-term success and shared outcomes.
- Facilitate post-implementation transitions and ensure customer KPIs are met and remain relevant throughout the customer journey.
- Build strong customer relationships by understanding needs and conducting regular check-ins to monitor satisfaction and account health, including engaging senior stakeholders and executive sponsors when appropriate.
- Develop expertise in Momentus solutions and provide best practices, insights, and ROI-focused guidance, including communicating the benefits of new features and updates.
- Stay current with product innovation, emerging technologies, and AI-driven capabilities.
- Identify and act on upsell and cross-sell opportunities, collaborating with teams to drive renewals, address challenges, and increase retention.
- Communicate complex ideas effectively to stakeholders, use active listening, and provide regular updates on key initiatives.
- Cultivate customer advocates for testimonials, case studies, and referrals, and streamline customer feedback for internal teams.
- Use data and analytics to track customer goals, drive outcomes, and make data-driven recommendations during reviews.
- Encourage customers to use self-service resources, such as knowledge bases, to empower them and improve satisfaction.
- Attend customer onsite visits, company meetings, and team events as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
