Senior Customer Success Manager

THE CHALLENGE

We’re disrupting a huge industry. Our success is anchored on building long-lasting, trusted and strategic partnerships with our customers. The Strategic Success team is responsible for ensuring the long-term success of every customer we support.

THE TEAM

At Eventbrite, we’re creating the world’s first marketplace for live experiences. We’re building the tools that power music festivals, marathons, conferences, hackathons, air guitar competitions, and everything in between--as well as the platform that helps people discover events that fuel their passions. Our mission? To bring the world together through live experiences.  Our Customer Success team builds high-level relationships with our customers focused on service and engagement.

At Eventbrite, we believe great technology and great service make a fantastic customer experience. The smart, passionate, creative, and delightful team of Customer Success team members act as strategic advisors to our largest and most complex organizers. The team works together and cross-functionally every day to create exceptional experiences for our valued partners. The rewards are great and no challenge is too big.

THE ROLE

As a Senior Customer Success Manager on our Customer Success team, you will assist and lead our largest and most visible customers to realize the maximum ROI with the Eventbrite platform, and help the company build a world-class customer onboarding and enablement experience that supports our core business and expands our revenue potential. You will play a pivotal role in shaping and executing the company's strategic initiatives. You will work closely with the Senior Leadership Team to provide strategic insights, analyze market trends, and identify growth/improvement opportunities. You will be responsible for ensuring a high-quality, predictable, and repeatable delivery model is implemented that maximizes delivery quality, engagement, retention, and revenue.

The ideal candidate will have a proven track record of success in strategic planning, a deep understanding of the ticketing industry, and strong analytical and communication skills.

• Design and implement plans that:

1. 1. drive re-engagement with inactive or at-risk Strategic accounts.
   2. increase product and feature adoption amongst Strategic accounts that will help improve their success on the platform.
   3. lead to improved customer health scores.
   4. effectively guide High Value & Strategic creators through the onboarding process, ensuring you provide them with the necessary training and tools to set them up for success. 

Your contact with our creators will also help provide a feedback loop with Eventbrite Product and Engineering teams, to help identify opportunities to reduce contact drivers that detract from our self-service experience.

YOU WILL

• Work with Leadership to uncover opportunities to improve best practices and design programmes that contribute towards company goals.
• Be comfortable communicating with Senior Leadership and E-Staff.
• Support training and enablement for junior team members
• Drive successful experiences for our customers with an emphasis on strategic planning, engagement implementation, feature adoption, and meaningful measurement.
• Help design, implement and lead customer outreach campaigns with identified customers to help increase acquisition, activation, retention, and growth.
• Work cross-functionally with our Business Development, Marketing, and Customer Support teams to manage tactical needs for organizer events.
• Articulate and position the value Eventbrite drives for customers (with a focus on proven success and ROI) through consistent measurement, reporting, and check-ins.
• Actively help tell the Eventbrite story through thought leadership contributions, including case studies, client success stories, and other marketing materials.
• Be an active contributing member of the Global Strategic Success Team.
• Identify customer requirements, uncover roadblocks, and work constructively with our Commercial Managers to ensure long-term client retention.
• Leverage knowledge of the Eventbrite Platform and industry best practices to provide excellent consultative support that leads to measurable impacts.
• Proactively engage with rotating customers to identify risks and growth opportunities; work cross-functionally to develop resolution strategies and ensure high levels of customer satisfaction.
• Continuously deliver feedback and provide solutions to leadership teams and participate in process improvements and optimization.

THE SKILLSET

• 7+ years experience in a Customer Success/Account Management role.
• Experience working in the ticketing industry.
• Experience owning customer outcomes with a SaaS product.
• Demonstrated ability in driving and fostering meaningful client engagements.
• Strong organization skills & superb capabilities in managing multiple high-priority projects simultaneously and successfully.
• Excellent communication skills (both verbal and written), meticulous attention to detail, and a resourceful problem-solving attitude.
• An analytical and results-focused mindset, coupled with a creative make-it-happen spirit.
• Experience using CRM software (Salesforce, Gainsight), and Google Suite (Sheets, slides, docs).
• Prior experience with Tableau, Snowflake and SQL.
• Strong interpersonal skills, and a proven track record of working cross-functionally to resolve customer issues.
• A team player with a growth mindset, adept at accepting and working through change, and a desire to help collaboratively improve processes beyond day-to-day tasks - we’re often all hands on deck!