As an Enterprise Customer Success Manager your responsibilities will include:
- Own the Enterprise: Manage a portfolio of our largest, most complex customers (Sports Teams, Venues, Live Events), serving as the primary point of contact. Build and nurture deep relationships across the customer’s organization, including the Box Office Manager, Sales, Service Marketing, and CEO/Owner. Drive engagement across all stakeholders through Business Reviews and strategy workshops.
- Renewal Management: Secure long-term partnership health by aligning vivenu’s roadmap with the customer’s long-term goals, proactively managing contract renewals. Secure expansion by showcasing proven ROI.
- Enterprise Onboarding & Delivery: Lead customers through hands-on platform onboarding, in partnership with a Customer Experience specialist and/or 3rd party implementation partner. Own structured project management, including task, issue, and risk management, to ensure a successful on-sales and first event go-live. Ensure both online and on-site needs (point of sale, payments, scanning) drive an amazing day one experience.
- Health Monitoring & Risk Mitigation: monitor KPIs and adoption patterns. Ensure ticket shops and event pages follow leading practices to ensure high conversion rates, sellouts, and revenue. Detect churn risks early and implement concrete action plans to drive adoption and satisfaction. Represent the unique needs of our largest customers internally. Provide structured, data-backed feedback to Product to shape the future of the platform for the industry.
- Enablement & Product Mastery: Facilitate adoption workshops to ensure customers are fully leveraging advanced features to deliver a better ticket-buyer experience, increase revenue, and improve operational efficiency. Deliver tailored training sessions and product roadmap briefings that empower everyone from sales, service, marketing, and ticketing to utilize the platform effectively.
- Client Development: Act as a consultant on revenue optimization. Help customers implement a customer data strategy, identify opportunities to unlock potential by shifting to online sales, ancillary revenue upsells, and improving the digital fan experience.
What you will need to succeed in this role:
- Senior-Level Experience: 5+ years of experience in Customer Success, Account Management, or Consulting, specifically managing high-value enterprise accounts.
- Live Events Expertise: Deep industry knowledge of the sports and live events ecosystem, including an understanding of on-site operations (POS, scanning, payments) and the digital fan journey.
- Executive Presence: Proven ability to navigate complex organizations and build authority with C-suite executives and ownership groups.
- Complex Project Management: Experience owning structured delivery timelines and managing the risks associated with high-pressure "on-sale" events and system migrations.
- Analytical Consulting: A data-driven mindset to monitor KPIs, identify churn risks, and translate platform adoption into tangible revenue growth for your clients.
- Product Mastery: The ability to quickly master complex platform features and translate them into simple, effective training for sales, marketing, and ticketing teams.
Skills Required
- 5+ years of experience in Customer Success, Account Management, or Consulting
- Deep industry knowledge of live events and sports ecosystem
- Proven ability to build authority with C-suite executives
- Experience with structured project management and risk management
- Data-driven mindset to monitor KPIs and risks
- Ability to master complex platform features and provide training
What We Do
Hundreds of thousands of sellers around the globe rely on primary ticketing solutions that haven’t kept up with their needs and expectations. Platforms from the 90s that still feel like we are in the 90s made the jobs of ticket managers worldwide constant miseries. Now there is a better way — customer-centric ticketing! vivenu is a primary ticketing provider that helps event organizers manage, market, and analyze ticket sales from one unified platform. Our mission is to build a ticketing platform that puts ticket sellers first – so they’re empowered to create experiences that people love. We empower organizers to be more efficient, absolutely independent, and fully connected – to say the very least. vivenu is the exclusive ticketing solution for the Grammy Awards, the Special Olympics, FC Schalke 04, Qatar Creates, and many many more. With $65 million in funding from renowned global investors, we’ve set out to revolutionize event ticketing – now and forever. Pumped enough? We are not just another company and we are not looking for people who seek just another job. Ready for personal growth? Join us.
Why Work With Us
Join us to shape the future of live entertainment with purpose and variety. Whether you’re refining innovative product features, creating memorable fan experiences, closing strategic partnerships, or driving customer success — every step at vivenu impacts hundreds of clients and thousands of fans daily. Here, your work truly matters.
