People, Person, Crowd, Party

Head of Account Management (Customer Success)

Madrid, Community of Madrid, Spain

Head of Account Management (Customer Success)

Full-time | Madrid | Community of Madrid | Spain

Over the past 10 years, the Eventbrite team has grown from a small but mighty group in San Francisco, CA to a global community of 900+ employees in over 12 countries.  A major focus of our strategic plan has been an investment in the large opportunity across continental Europe, and specifically Spain and Portugal.

Our goal is clear. We are the world’s leading ticketing and event technology platform. With the help of deeply integrated partners like Google, Facebook, Spotify and Instagram, we strive to be the preferred provider in Europe. Over the past two years, with a successful acquisition of ticketscript, ticketfly and ticketea and our strong organic growth and great talent joining, we are poised to seize this opportunity. Our Madrid office is at the center of this endeavour, driving outstanding success.


THE CHALLENGE

Our growth plans for the Spanish and Portuguese markets are ambitious; For us, Spain and Portugal are one of the most exciting markets in the world, and we see tremendous growth potential for Eventbrite. In addition, we have recently doubled our efforts in the region through our acquisition of Ticketea. This acquisition was a key step to accelerate growth in Spain, which we see as a core market. The opportunity is huge as we bring these two teams together, and we are looking for an experienced leader to take advantage of this potential and help us drive customer success through a culture of excellence.


THE TEAM

Our Spanish team is focused on continuing growth through brand awareness and marketing and targeting events where our product is a great fit to help organisers be more successful. The team is made up of six functions: Business Development, Marketing, Customer Success, Finance, Product and Engineering.

This role will be part of Customer Success (Account Management) looking after a team of Account managers who will be focusing on retaining and add value to our existing customers.

After Ticketea's acquisition, Spain and Portugal is the biggest Eventbrite European group with a growing team of over 60+ people and offices in Madrid, Barcelona, Vigo and Villena.


THE ROLE

We’re looking for a Head of Account Management (Customer Success) who can drive strategy, growth, and operational excellence. This role has a broad remit. You’ll be responsible for building, leading and coaching a highly successful 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 customer success management supporting the growth of and retaining high value existing customers, through to on-site support and technology management to ensure flawless execution on the day of the event. 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 build up and manage an operational team, building the processes, infrastructure and talent to ensure our customer needs are met. All whilst having the strategic vision to define and execute an integrated customer success strategy and grow our capabilities in Spain.

Candidates must have a proven ability to execute, to translate customer needs into a successful strategy, and to build, coach and mentor a successful team.


This role reports to the Country Director Spain.

THE SKILL SET

  • 10+ years in B2B account management
  • 5+ years experience in leadership role within Customer Success or Account Management with a strong focus on retention, upsells and renewals
  • Previous experience within the SaaS industry, Technology, or Ticketing sector would be a plus
  • A passion for people management with a proven track record in building up, engaging and developing the capabilities of a team and getting the best out of people
  • Excellent communication skills in Spanish and English
  • Experience managing and executing on metrics
  • Ability to build, drive the implementation and execution of strategy and plan
  • Analytical ability to understand and report periodical team performance to company leadership

BONUS POINTS

  • Experienced in working globally, building strong HQ relationships and in influencing for local market needs effectively
  • Experience working in a matrix organisation, influencing across functional and business unit line
  • Experienced in migrating clients and revenues into a new platformKnowledge of our main target markets, i.e. music and registration / B2B events

WHAT TO EXPECT?

  • Competitive salary
  • Flexible working hours
  • Health & Wellness benefit
  • Team lunches and team events
  • Lots of fancy snacks, fruits, drinks & happy hours
  • A family-friendly environment
  • A dynamic team with a ‘let's make it happen’ mentality


ABOUT EVENTBRITE

Eventbrite is the world’s largest ticketing and event technology platform, powering millions of live experiences around the globe. 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. Meet some of the team.  


IS THIS ROLE NOT AN EXACT FIT?

Sign up to keep in touch and we’ll let you know when we have new positions on our team.


Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.  Applicant Privacy Notice

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