Enterprise Customer Success Manager

Job description

**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 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.