VP/Head of CSM EMEA (d/f/m)
Düsseldorf
Customer Experience /
Full time /
On-site
Redefine the future of live entertainment tech
Welcome to vivenu, the global leader in event ticketing tech and one of the world’s fastest-growing live entertainment tech firms. We are transforming event ticketing for global leaders like the Grammys, the Golden Globes, Stanford University and the Hockenheimring turning what was once a simple transaction into a strategic business advantage. Backed by over $65 million in funding, our platform empowers event organizers to own their brand experience, unlock deep data insights, and seamlessly integrate ticketing into their digital infrastructure.
With six offices worldwide and growing, we deliver a customizable, intuitive solution and industry-leading support that simplify even the most complex ticketing challenges – helping organizers deliver exceptional experiences and drive real growth.
Join us and build the future of live entertainment.
As the VP/Head of CSM EMEA, you’ll scale up our high-performing Customer Success Management practice (Account Managers in the ticketing world). This is your chance to drive innovation, shape culture, and lead vivenu’s charge in a critical growth market. As this role evolves into a 2nd line people leader, you’ll own recruiting, team performance, customer outcomes, and cross-functional collaboration through the full customer journey for our customers across EMEA.
As a VP/Head of CSM EMEA your responsibilities will include:
- Team Leadership & Development:
- Develop and manage the Customer Success organization for Europe, Africa and Asia, across all industry verticals
- Drive efficient, high-velocity hiring while maintaining bar-raising talent standards
- Manage capacity planning and workload balancing to ensure the team can deliver consistent value as we scale up
- Lead from the front by providing regular coaching based on real-life customer engagement
- Help the team accelerate their personal and professional growth by identifying mentorship, developing career development plans, and conducting regular performance reviews
- Customer Management:
- Drive effective customer territory management in our fastest growing region, including aligning customer segmentation, CSM capacity, and customer growth potential
- Engage at the top: Build trusted relationships with economic buyers and executive stakeholders through business reviews, workshops, and advocacy programs like vivenu Labs and our Ambassador network
- Act as a strategic advisor, helping customers unlock the full potential of vivenu
- Coach CSMs to develop success plans and engage with customers based on moment of truth, lifecycle stage, risk and value
- Operational Excellence:
- Track and analyze KPIs across onboarding, product adoption, revenue realization, customer health, and retention
- Use data to drive process improvements, identify risks, and scale best practices
- Ensure timely resolution of customer challenges by coordinating with cross-functional teams, including product, CX and finance
- Ensure teams are using the tools, processes and training to manage their territories effectively and efficiently
- Foster a culture of experimentation: Leverage AI, automation, and process design to continually improve how we work with customers, improve capacity, all without compromising customer relationships
- Global Cross-Functional Collaboration:
- Partner closely with the Head of Sales - Europe, Global GTM and Marketing to ensure a seamless and consistent customer experience
- Champion voice of the customer for your region: share customer feedback and insights with product teams to drive innovation, shape product roadmap and messaging
- Contribute to strategic planning and ensure alignment between customer success initiatives and company goals
What you will need to succeed in this role:
- 3+ years of leadership experience in Customer Success, Event Ticketing/Live Events, or a consulting/change management role (e.g., Big 4)
- Proven success in high-growth environments (30%+ YoY), ideally at a scale-up or post-Series B stage
- Experience building relationships with senior stakeholders across ticketing, eCommerce, IT, and the C-suite
- A hands-on leadership style and a track record of developing high-performing, distributed teams
- Passion for customer success strategy, frameworks, and scalable methodologies
- In-person presence is expected five days a week to foster collaboration, visibility, and alignment across teams. This role is based full-time in our HQ in Düsseldorf
Why join vivenu?
Live Entertainment Tech
Play a mission-critical role for global brands, redefining fan experiences from festivals to major sports events. Here, you’re part of the business of fun — powered by cutting-edge technology that brings moments to life for millions.
Sustainable Growth
We scale sustainably on a profitable, VC-backed foundation with true product-market fit. This means continuous investment in our people, products, and long-term vision.
Top-tier Team
Collaborate with over 130 dedicated professionals, including leaders from Google, Slack, and Salesforce. Together, we’re shaping the future of live entertainment technology, one decision at a time.
Global DNA
We’re a diverse, merit-driven team spread across six global offices. Talent and impact are what matter here — not hierarchy or background.
Fast Growing, in All Aspects
Sifted consistently ranks us among the fastest-growing scale-ups in Europe. We’re driven by daily learning, shared wins, and collective growth.
Next-Gen Leaders & Insights
Work alongside some of tech’s brightest minds — from Forbes 30 Under 30 founders to Executive of the Year award winners. At vivenu, you’ll help set the standard for the ticketing industry’s future.
vivenu Inclusion Statement
At vivenu, we believe our people define our success – and that we win with bold, diverse minds. The strongest teams are built on different perspectives, experiences, and voices. We’re committed to creating a workplace where everyone feels empowered to contribute, grow, and thrive to shape the future of live entertainment globally.
Check out our mission statement and corporate values here.
