Posted 1 month ago

(Senior) Commercial Customer Success Manager

TampaOn-siteFull-time

AI Summary

A (Senior) Commercial Customer Success Manager at vivenu proactively manages customer portfolios, drives onboarding and value realization, and builds long-term stakeholder relationships to improve retention and expansion in the live event ticketing sector.

About this role

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 a (Senior) Commercial Customer Success Manager your responsibilities will include:

Customer Success as a Strategic Priority: Proactively manage your customer portfolio and develop tailored success plans that align your customers’ strategic goals with the capabilities of the vivenu platform.

Onboarding & First Value Realization: Guide your customers through a smooth and structured implementation. Ensure that the value of the platform becomes tangible and measurable early on.

Relationship Management at Eye Level: Build long-term partnerships with key stakeholders and strengthen them through workshops, regular business reviews, and initiatives such as vivenu Labs or the Ambassadors Program.

Growth & Expansion Advisory: Help your customers improve user experience, drive revenue growth, and optimize operational processes.

Customer Health Monitoring: Monitor relevant KPIs and usage data to identify risks early and implement data-driven actions to strengthen the relationship.

Renewal Management with Vision: Act early to develop the customer relationship further and secure contract renewals and potential expansions.

Voice of the Customer: Collect constructive feedback and share it with internal teams to help improve our product, services, and internal structures.

Enablement & Product Training: Keep customers up to date with new features and platform developments. Plan and deliver training to ensure adoption and long-term value.

What you will need to succeed in this role:

Stakeholder Relationship Management: Proven ability to build and maintain strong relationships with a wide range of stakeholders – including ticketing managers, digital and IT teams, and executive leadership.

Portfolio Management & Prioritization: Experience managing a customer portfolio, with the ability to effectively prioritize time and resources based on customer needs, goals, and KPIs.

Strategic Success Planning: Skills in creating actionable success plans based on customer discovery, CRM insights, real-time usage data, and relevant industry trends.

Effective Communication Across Formats: Confidence in facilitating workshops, delivering product demos, and conducting executive-level business reviews – with messaging tailored to each audience.

Hands-On Product Engagement: A detail-oriented approach with a willingness to engage directly in platform configuration to ensure optimal setup and value realization.

Technical Fluency: Ability to clearly explain technical concepts – such as security features, APIs, and payment integrations – in a way that’s accessible to both technical and non-technical stakeholders.

Proactive Problem Solving: A solution-oriented mindset, especially when navigating complex customer situations or technical challenges.

Customer Success Expertise: Deep understanding of Customer Success frameworks and methodologies, including value realization and long-term retention strategies.

Professional Experience: 3+ years of experience in one or more of the following areas: Software Customer Success, the event ticketing or live event industry, or change management roles.

Skills

APICRMCustomer Success FrameworksData-driven Decision MakingPayment IntegrationsProduct TrainingSecurity FeaturesStakeholder Relationship Management

(Senior) Commercial Customer Success Manager

About this role

As a (Senior) Commercial Customer Success Manager your responsibilities will include:

What you will need to succeed in this role:

Skills

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