(Senior) Customer Success / Account Manager
New York, New York
Customer Experience /
Full time /
On-site
Join the Ticketing Revolution!
vivenu is a game-changing software company revolutionizing event ticketing worldwide. Some of the world's most prestigious organizations, such as the Grammys, Golden Globes, and Stanford University, want to turn ticketing from a simple transaction into their most strategic business asset: seamlessly connecting with their audience.
As concert-goers, fans, supporters, patrons and visitors of events, we all know how inefficient, fragmented, and friction-filled the ticket-buying experience is. And it’s not due to a lack of desire or effort. Existing ticketing providers are stifling event organizers' aspirations to deliver the truly transformative experiences their customers expect.
Here comes vivenu: we offer an innovative, technology-first approach to address the industry’s most significant challenges. Combining interactive digital experiences beloved by users and fans, a comprehensive and customizable feature suite, full data ownership, interoperability, analytics, mission critical engineering, and the best customer experience team in the industry, we enable event organizers to:
- own their brand presence and customize the fans’ experiences
- dive deep into data analytics to optimize strategically relevant KPIs and metrics
- integrate ticketing into an elevated digital infrastructure with vivenu's powerful API capabilities
- simplify complex ticketing operations with an intuitive, easy-to-use platform
As (Senior) Customer Success / Account Manager (d/f/m) you will...
- Drive Customer Success: Collaboratively and proactively drive success with a portfolio of customers by creating success plans that align their business objectives and vivenu's capabilities.
- Onboarding and First Value Realization: Guide customers through their initial implementation of the vivenu platform, documenting the quantitative and qualitative value they achieve.
- Relationship Management: Build and maintain strong, trusted relationships with key stakeholders across your customer portfolio, including adoption workshops, business reviews, and advocacy via vivenu labs and Ambassadors program.
- Growth and Expansion: Partner with customers to forecast upcoming revenue in-line with their event, venue and pricing strategy.
- Ongoing Business Transformation: Help customers elevate their guest experience and transform their revenue models as their usage of the vivenu platform deepens and expands.
- Health Monitoring: Track customer health metrics, analyze usage data, and develop actionable insights to improve outcomes.
- Renewal Management: Facilitate renewal processes by demonstrating value realized and creating joint success plans.
- Voice of Customer: Collect and communicate customer feedback to reduce friction, drive platform improvements, and foster innovation.
We are looking for candidates that...
- have demonstrated the ability to build and sustain relationships with diverse stakeholders (e.g., ticketing managers, digital teams, IT, C-suite)
- have managed a portfolio of customer and prioritize their time effectively based on needs and KPIs
- can create success plans using customer discovery, CRM data, real-time usage insights, and industry trends
- can communicate effectively across various formats (workshops, demos, executive reviews)
- can explain technical concepts like security, APIs, and payment processing in simple terms
- can proactively solve problems in complex customer scenarios
- deeply understand customer success methodologies and value frameworks
- have 3+ years of experience in one or more of the following: SaaS Customer Success, Event ticketing/management industry expertise, Big-4 Consulting as a Change Manager
$100,000 - $150,000 a year
This base salary range may include several career levels at vivenu and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Additional benefits for this role may include a performance bonus.
Why you'll love working at vivenu
You are at the heart of the action. You are at the center of innovation, actively shaping the future of ticketing. You work in a dynamic environment that constantly evolves and presents new challenges.
You take real responsibility. You take ownership of your projects and decisions from day one. Your ideas and efforts have a direct impact on the company’s success.
We support your personal development. We invest in your professional and personal growth through coaching, mentoring, and workshops. Your development is important to us because your success is our success.
You benefit from great perks. In addition to the latest Apple hardware, we offer numerous extras like team-building events and unlimited access to drinks and snacks. Your well-being is our priority, so you can fully focus on your work.
We’re in hyper growth mode. Having been in business only since 2018, we secured funding from top-tier Venture Capital funds and have grown our customer base to over 800 customers in 40 countries.
We live inclusion proactively. We firmly value diversity and believe that different perspectives and backgrounds make our team stronger. We welcome all applications, regardless of gender, origin, sexual orientation, age, religion, or other individual characteristics. Everyone at vivenu has a place to contribute their skills and ideas. Innovation thrives on diversity.
Check out our mission statement and corporate values here.
