Customer Success Manager

THE CHALLENGE

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. 

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 organisers. 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 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. You will work closely with the Senior Leadership Team to provide strategic insights, analyse market trends, and identify growth/improvement opportunities. The ideal candidate will have a proven track record of success in strategic planning, a deep understanding of the ticketing and/or events industry, and strong analytical and communication skills.

You will be responsible for designing and implementing customer account plans that:

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. Minimise churn rates

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

In this role your main areas of responsibility will include working with our Eventbrite Customers, who we know and call “Creators” because they create and manage the events that the Eventbrite platform drives.

• Relationship Management: Personally own and manage the success and health of large and complex Event Creators, taking proactive steps to understand their needs, and working cross-functionally internally to meet the tactical needs of the organiser.
• Trusted Advisor: Provide strategic advice to Creators on leveraging the Eventbrite platform to achieve their goals and maximise results.
• Advocacy: Advocate for Creators within Eventbrite, ensuring their feedback is incorporated into product development and promoting their success stories.
• Training & Education: Deliver training and information to help Creators maximise platform use, engage with new features, and support junior team members.
• Monitoring and Analysis: Monitor Creator performance and feature adoption, proactively addressing challenges and optimising usage with internal team collaboration.
• Metrics and Reporting: Track and report on KPIs, customer satisfaction, and overall health of Creator accounts to internal stakeholders.
• Retention: Identify customer requirements, remove roadblocks, and lead outreach campaigns to ensure long-term client retention and growth.
• Stay Up-to-Date: Stay informed about industry trends and best practices to drive better outcomes for Creators and Eventbrite, contributing actively to the Global Customer Success Team.

THE SKILLSET

• At least 6 years professional experience, with at least 4 years in a Customer Success/Account Management type role.  Prefer 6-8 years of overall professional experience with previous Onboarding, Customer Support, Customer Success, Sales, or similar experience.
• Education: HS/GED, or similar. College degree, or equivalent, preferred.
• Exceptional ability to proactively communicate and foster positive business relationships.
• Experience owning customer outcomes with a SaaS product.
• Previous experience working in the ticketing business (a plus but not required)
• Previous experience managing customer outcomes with a SaaS product in functions like Customer Support, Onboarding, or Customer Success
• Demonstrated ability in driving and fostering meaningful customer engagements.
• Strong organisation 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, ChurnZero, Gong, Gainsight, or similar), and Google Suite (Sheets, Slides, Docs).
• 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!

BONUS POINTS

• 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