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Customer Success Manager

Nashville, Tennessee, United States

Customer Success Manager

Full-time | Nashville | Tennessee | United States

THE CHALLENGE

At Eventbrite we are bringing innovative products and a fresh approach to an industry with entrenched interests and diverse competition. As the liaison between Eventbrite and our most important customers, the Customer Success Managers must be relentless advocates for our customers, adept problem solvers, and skillful relationship managers in order to ensure that we are delivering amazing experiences for our customers and driving long lasting success for our partners.


THE TEAM

The Customer Success Team builds and maintains customer relationships with a focus on support, engagement, and growth. At Eventbrite, we believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. Our dedicated, sharp, and creative Customer Success Team works with our largest and highest value customers to ensure that they are fully leveraging our platform and have the knowledge, training, and support they need to exceed their business goals. The team works together and cross-functionally to create exceptional experiences for our customers, and ensure the longevity of our most valuable partnerships.

 

THE ROLE

As Customer Success Manager, you will work with a diverse group of customers to drive a deep understanding of the goals for their business, and engage them with our platform in a way that will ensure success. You will also work cross functionally to ensure that we are delivering the best solutions and strategies for our customers, giving them the knowledge, tools, and training they need to be successful, as well as articulating the value that Eventbrite provides to their business. 

YOU WILL

  • Drive successful experiences for our customers with an emphasis on strategic planning, engagement implementation, feature adoption, and meaningful measurement
  • Manage all renewals, contract negotiation, and upsell opportunities for customers
  • Build and maintain valued relationships with customers to ultimately drive client revenue and ensure retention
  • Leverage knowledge of the Eventbrite platform and industry best practices to provide excellent consultative support
  • Work cross functionally with our Field Operations, Marketing, and Customer Support teams to manage tactical and on-site needs for organizer events 
  • Articulate and position the value Eventbrite drives for our customers (with a focus on proven success and ROI) through consistent measurement, reporting, and check-ins 
  • Actively help tell the Eventbrite story through thought leadership contributions, including case studies, client success stories, and other marketing materials

THE SKILL SET

  • 3+ years’ experience in a Customer Success/Account Management role
  • Experience managing customer relationships and renewals with a SaaS product
  • 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
  • Excellent communication skills (both verbal and written), 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
  • Experience using CRM software (Salesforce), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides)
  • Strong interpersonal skills, and a proven track record of working cross functionally to resolve customer issues 
  • Bachelor’s Degree

BONUS POINTS

  • Experience with Gainsight

FSLA: Non-Exempt


ABOUT EVENTBRITE

Eventbrite is a global ticketing and event technology platform, powering millions of live experiences each year. We empower creators of events of all shapes and sizes – from music festivals, experiential yoga, political rallies to gaming competitions –– by providing them the tools and resources they need to seamlessly plan, promote, and produce live experiences around the world. Last year, the team served 795,000 creators hosting nearly 4 million experiences across 170 countries. Meet some of the Britelings that make it happen.


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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

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