Customer Success Manager

Prism Digital; Greater London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

Prism Digital is hiring a Customer Success Manager to own each client account end to end, from go-live to ongoing support. This role is hybrid, with travel to live events and on-site go-lives.

You’ll be the single point of contact, coordinating with vendors, invoicing discussions, and ensuring smooth delivery in fast-paced festival environments. Clients span multiple countries; travel and evenings/weekends are part of go-lives.

Qualifications

• Experience delivering end-to-end projects in customer success, account management, events, or venue operations.
• Comfortable coordinating with multiple vendors and moving parts in live environments.
• Proven track record as the single point of contact for customers.

Responsibilities

• Own each client account end to end from go-live to post-event follow-up.
• Be on-site at live events for go-lives, including some evenings and weekends.
• Liaise with CRM, ticketing, and project management tools to monitor SLAs.
• Serve as the face of the business to clients on your patch.

Skills

End-to-end delivery

Vendor management

Client relationship ownership

Delegation

Invoicing & payments

Travel on-site

Tools

HubSpot

Job description

• Location: Hybrid, London - 2-3 days in office

Our client builds POS and payments infrastructure for festivals and major events in multiple countries, handling cashless transactions and multi-vendor management for organisers who need it to work without fail on the day. They're hiring a Customer Success Manager to own each client account end to end.

It's a different kind of customer success role. Rather than a big book of accounts and mass outreach, you own a handful of complex clients end to end, and go-live means being on the ground at a live event. You're the single point of contact and the face of the business to every client on your patch. It's a hybrid role, with travel to sites for go-lives, including some evenings and weekends around events.

Non-Negotiables

• You've owned delivery end to end, whether as a project, customer success or account manager, or running a venue, food hall or bar
• Comfortable across complex operations, with multiple vendors and a lot of moving parts at once
• A track record of owning a customer relationship as the single point of contact
• Confident delegating to and holding teams accountable when none of them report to you
• Happy handling invoicing, payments and rev-share conversations directly with clients
• Up for travelling and being on-site for go-lives, including some evenings and weekends around events

What You'll Work With

• CRM / ticketing and project management tools (HubSpot ideal)
• Implementation, Customer Support and Logistics & Operations teams
• Service Level Agreement (SLA) monitoring and reporting

Nice to Haves

• A background in POS, payments, ticketing or event technology
• Experience running multiple ePOS systems or tech vendors inside one venue
• Some exposure to pre-sales, joining technical demos to help win work

Why Join / Projects

You're the face of the business to every client you own, not one voice among several on an account team. The clients on your patch run live events in multiple countries, so no two go-lives look the same. The work runs from calm planning sessions in the office to being the one on-site keeping a launch on track under real pressure. It's end-to-end ownership: you scope it, plan it, delegate it, deliver it, and stay accountable for it long after the event's over.