Enterprise Customer Success Manager (US)

Easol • New York, NY

6d • $100,000 - $120,000

About The Position

Easol is an all-in-one experience commerce platform serving experience businesses, including festivals, wellness retreats, food and drink, sports, and adventure travel. Its integrated platform combines websites, booking, payments, sales and marketing, operations, and data and insight, with AI-powered capabilities. The company currently focuses on Music and Entertainment (LBE) and plans to deepen its products in these verticals and expand into new segments.

The Enterprise Customer Success Manager owns the success and retention of a portfolio of Easol’s enterprise creators in the US. The role builds trusted relationships across accounts, understands customers’ businesses, and helps them get value from Easol throughout their journey—from complex implementations and major launches to ongoing adoption, account strategy, and renewals. It combines relationship management with hands-on project coordination and technical investigation, with specialist support from Product, Engineering, and Solutions as needed.

The manager will help creators understand and adopt Easol’s AI products, advocate for customer needs, and contribute to the evolution of the platform and Customer Success practices. Success means creators launch successfully, remain customers, actively use Easol, and regard their manager as a trusted strategic partner. The role includes travel across the US for key creator events and strategic meetings.

Requirements

• At least 4 years of Customer Success or Account Management experience in SaaS/B2B.
• Demonstrated experience independently owning a customer portfolio, including responsibility for account health, retention, and long-term success.
• Experience leading complex implementations, launches, or customer projects involving multiple internal and external stakeholders.
• Strong project management skills, including managing timelines, dependencies, competing priorities, and stakeholder expectations.
• Ability to build relationships and work confidently with senior and executive stakeholders.
• Strong technical aptitude and willingness to investigate and troubleshoot platform and data issues.
• Comfort investigating reporting discrepancies, working with data exports and dashboards, and understanding the effects of configuration or setup on customer outcomes.
• Ability to explain technical issues clearly to customers and internal technical teams.
• Commercial awareness and ability to identify expansion opportunities and understand customers’ broader business context.
• Comfort working with AI-native platforms and understanding how AI can improve customer workflows and business outcomes; ability to demonstrate, position, and drive adoption of AI-powered products.
• Highly organised, with the ability to manage multiple complex accounts, launches, and competing priorities.
• Comfort operating in a fast-moving environment, taking ownership, and making decisions.
• Strong written and verbal communication skills.
• Willingness to travel across the US for key creator events and strategic meetings.

Nice To Haves

• Experience in music, ticketing, live events, hospitality, travel, e-commerce, or another vertical SaaS environment with complex customer operations.

Responsibilities

• Own a portfolio of enterprise creators, build relationships with operational and executive stakeholders, and take accountability for customer success, retention, and risk management.
• Understand each creator’s business model, priorities, and goals; develop account plans and lead QBRs and regular business reviews using account health data and Customer Success tools.
• Lead complex implementations, major launches, and creator initiatives, managing timelines, dependencies, risks, and stakeholder alignment.
• Support creators during major on-sales and key trading periods by coordinating internal teams and resolving issues.
• Identify expansion and cross-sell opportunities and partner with Sales to progress them.
• Promote adoption of Easol’s AI products and capabilities by identifying relevant use cases and helping creators integrate AI-powered workflows into their operations.
• Troubleshoot platform, reporting, and configuration issues using data, dashboards, and exports.
• Work with Product, Engineering, Solutions, and Event Operations to resolve complex issues and coordinate specialist support through resolution.
• Represent creators internally by translating feedback, operational challenges, and business requirements into actionable product insights.
• Maintain strong product knowledge and advise creators on using Easol to improve customer experience and operational performance.
• Represent Easol onsite at key creator events, launches, and strategic meetings.
• Help develop Easol’s Customer Success approach, including account planning, processes, tooling, automation, and scalable ways of working.

Benefits

• Target annual performance bonus of 15% of base salary, paid quarterly.
• Company-funded deep week, including travel to a destination of choice and dedicated time to focus on a project.
• Monthly contribution toward a gym membership and mobile phone contract.
• Annual personal development budget.
• Support to choose personal work equipment.
• 33 days of holiday, inclusive of public holidays.
• Support for employees of all backgrounds and physical abilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed