200+ applicants

Company

Original Job Post

Eventbrite · 2 days ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

$74K/yr - $132K/yr

6+ years exp

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AssociationEvent Management

Comp. & Benefits

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Responsibilities

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.

Qualification

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Customer successAccount managementOnboardingSalesSaas product experienceProject managementResults-focusedCrm softwareGoogle suite proficiencyCross-functional collaborationProblem-solvingCommunicationInterpersonalOrganizationTeam playerAdaptabilityCollaborationTicketing Industry KnowledgeCross-PromotionUpsellingTableauSnowflakeSQLStartup ExperienceEventbrite UserInterpersonal Communication

Required

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 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!