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Senior Manager, Proactive Success

Nashville, Tennessee, United States

Senior Manager, Proactive Success

  • Nashville, Tennessee, United States
  • Full-time

THE CHALLENGE

We’re disrupting a huge industry. Our success is anchored on building long-lasting, trusted and strategic partnerships with our customers. The Proactive Success and Onboarding team is responsible for ensuring the long-term success of our beginning or most frequent creators.


THE TEAM

At Eventbrite, we’re creating the world’s first marketplace for live experiences. We’re building the tools that power music festivals, marathons, conferences, hackathons, air guitar competitions, and everything in between--as well as the platform that helps people discover events that fuel their passions. Our mission? To bring the world together through live experiences.  Our Customer Success team builds high-level relationships with our customers focused on service and engagement.


At Eventbrite, we believe great technology and great service make a fantastic customer experience. The smart, passionate, creative and delightful team of Client Success Managers partner with our largest and most complex organizers. The team works together and cross-functionally every day to create exceptional experiences for our valued partners. The rewards are great and no challenge is too big.


THE ROLE

We’re looking for a Senior Manager of Proactive Success who can drive strategy, growth, and operational excellence. You will help our customers realize the maximum ROI with the Eventbrite platform, and help the company build a world-class customer experience that supports our core business and expands our revenue potential. You will lead a team of managers working with their team to anticipate user needs and then use 1:many outreach techniques to proactively enable them to succeed.  And you’ll oversee the development of a high-quality, predictable, and repeatable outreach program: defining customer targets, identifying triggers and campaigns, partnering to build roadmaps enabling continued growth & improvement.


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 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 onboarding and outreach strategy. 


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.


THE SKILL SET

  • 5+ years of experience in Client Success Management and/or Account Management
  • 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

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks.

In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, on-site services, and much more.


We care about your mental health and wellbeing

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And if you like sports, we have our wellness program to pay for your gym expenses.

Ongoing training and career development is an important part of our culture

We offer unlimited access to courses in Udemy, language exchange programs, internal training, Briteling talks, workshops and weekly sessions with our CEO

Work-life balance is extremely important to us

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.


We are currently working on becoming compliant with the new regulations in Colorado. Until we are able to do so, this role cannot be performed in Colorado



ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it's an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.


IS THIS ROLE NOT AN EXACT FIT?

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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.

 Applicant Privacy Notice



Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis. 

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