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Head of Customer Success

Melbourne

Head of Customer Success

Full-time | Melbourne | Victoria | Australia

THE CHALLENGE

Eventbrite is currently in a phase of strong international growth, having offices in 10 countries and powering events in over 180 countries. We want to continue to aggressively grow our international business and Australia and New Zealand are key regions.


We're looking for startup oriented candidates to bring their creative problem solving skills, excellent communication and competitive drive to the team. This individual will lead a diverse team covering account management, front line customer experience, and on site field operations, all with the shared goal of helping our customers to succeed. This team is focused on supporting and servicing our existing customers, solving complex problems and adding unique value to their businesses, and further cementing our place as a market leader.


What makes Customer Success at Eventbrite so exciting? You’ll be working with event organizers of everything from music festivals to concert venues to complicated registrations for mud runs, beer festivals, conferences, and much more. Our horizontal platform means no one conversation with a customer is the same. There is no script, no one-size-fits-all solution. We’re consultative experts, and we train and invest in our smart, goal-oriented team to grow their careers here at Eventbrite.


THE TEAM

Eventbrite opened its doors in Australia in 2014 and has been scaling rapidly ever since. We are Eventbrite’s fastest growing market, powering millions of ticket sales every year. We run like a startup, but with a proven, world-class product. We are scrappy, tenacious and all hands on deck with a shared commitment to making Eventbrite the global marketplace for live experiences.


THE ROLE

We’re looking for a Head of Customer Success who can drive strategy, growth, and operational excellence. This role has a broad remit. You’ll be responsible for leading and coaching a high-performing team responsible for providing everything to do with making sure our customers succeed. From front line support for Eventbrite organisers across the globe, to strategic account management supporting and retaining high value existing customers, through to on-site support and technology management to ensure flawless execution on the day of the event. Make no mistake, this role is all about being willing to roll up your sleeves and get your hands dirty to make it happen. You’ll need to set up and manage an operational team, building the processes, infrastructure and talent to ensure our customer needs are met. You’ll act as a point of escalation and decision making. All whilst having the strategic vision to define and execute an integrated customer success strategy and grow our capabilities in the region.


The ideal candidate will have worked in a startup or growth-stage environment. Candidates must have a proven ability to execute, to translate customer needs into a successful strategy, and to coach and mentor a high performing team.


This role reports to the General Manager for Asia Pacific.

THE SKILL SET

  • 5+ years of experience in Client Success Management and/or Account Management
  • 5+ years of experience managing top tier customer relationships and contract renewals with a SaaS product
  • 5+ years of people management experience with a proven track record in engaging and developing the capabilities of a team and getting the best out of people
  • Experience managing a front line operational team, ensuring customer success and operational efficiency
  • Demonstrated ability in driving customer retention and fostering meaningful client engagements
  • Strong organization skills and superb capabilities with managing multiple high priority projects simultaneously and successfully
  • Meticulous attention to detail, and a resourceful problem-solving attitude
  • A passion for building valued relationships with customers and managing the financial impact that clients make to the overall organization
  • An analytical and results focused mindset, coupled with a creative make-it-happen spirit
  • Ability to develop a strong expertise in the ticketing industry by identifying trends, market challenges, and competitive offerings
  • Excellent written and verbal communication skills
  • Strong desire to build something and to work in an innovative and dynamic company

BONUS POINTS

  • A deep network of relationships in the events or ticketing industry
  • Experience working as part of a remote team, building strong HQ relationships and influencing effectively for local market needs
  • Experience working in a matrix organisation, influencing across functional and business unit lines

ABOUT EVENTBRITE

Eventbrite powers ticketing and registration for more than two million live experiences each year, hosting the world’s largest online selection of events. We build technology that allows anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, political rallies, fundraisers, gaming competitions— you name it, we power it.   


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Keep in Touch

Interested in joining our team, but waiting for the right time or the right role? Let's keep in touch! We’re a quickly growing team that's always looking for awesome talent like you. 

We host regular meetups, happy hours, game nights, and more that are open to our community. Tell us a bit about yourself and we'll get you on the list for our next shindig, keep you up to date with what we're up to, and make sure you're the first to know about new opportunities.

Thank you! We'll be in touch.

Welcome to the Briteside

Get ready for spontaneous applause, impromptu brainstorms, and the contagious excitement we bring to the office each day. We’ve built a team that does great work and has an awesome time doing it—and we’re always looking for more whip-smart people to pipe up, dive in, and get their hands dirty with us.

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