As (Senior) Customer Success Manager your responsibilities will include:
- Customer Success as a Strategic Priority: Proactively manage your customer portfolio and develop tailored success plans that align your customers’ strategic goals with the capabilities of the vivenu platform.
- Onboarding & First Value Realization: Guide your customers through a smooth and structured implementation. Ensure that the value of the platform becomes tangible and measurable early on.
- Relationship Management at Eye Level: Build long-term partnerships with key stakeholders and strengthen them through workshops, regular business reviews, and initiatives such as vivenu Labs or the Ambassadors Program.
- Growth & Expansion Advisory: Help your customers improve user experience, drive revenue growth, and optimize operational processes.
- Customer Health Monitoring: Monitor relevant KPIs and usage data to identify risks early and implement data-driven actions to strengthen the relationship.
- Renewal Management with Vision: Act early to develop the customer relationship further and secure contract renewals and potential expansions.
- Voice of the Customer: Collect constructive feedback and share it with internal teams to help improve our product, services, and internal structures.
- Enablement & Product Training: Keep customers up to date with new features and platform developments. Plan and deliver training to ensure adoption and long-term value.
What you will need to succeed in this role:
- Stakeholder Relationship Management: Proven ability to build and maintain strong relationships with a wide range of stakeholders – including ticketing managers, digital and IT teams, and executive leadership.
- Portfolio Management & Prioritization: Experience managing a customer portfolio, with the ability to effectively prioritize time and resources based on customer needs, goals, and KPIs.
- Strategic Success Planning: Skills in creating actionable success plans based on customer discovery, CRM insights, real-time usage data, and relevant industry trends.
- Effective Communication Across Formats: Confidence in facilitating workshops, delivering product demos, and conducting executive-level business reviews – with messaging tailored to each audience.
- Hands-On Product Engagement: A detail-oriented approach with a willingness to engage directly in platform configuration to ensure optimal setup and value realization.
- Technical Fluency: Ability to clearly explain technical concepts – such as security features, APIs, and payment integrations – in a way that’s accessible to both technical and non-technical stakeholders.
- Proactive Problem Solving: A solution-oriented mindset, especially when navigating complex customer situations or technical challenges.
- Customer Success Expertise: Deep understanding of Customer Success frameworks and methodologies, including value realization and long-term retention strategies.
- Professional Experience: 3+ years of experience in one or more of the following areas: Software Customer Success, the event ticketing or live event industry, or change management roles.
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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.
