Customer Success Manager

EventPipe; United States; On-site; USD 75,000 - 110,000; Full time

Job summary

EventPipe, Inc. is seeking a Customer Success Manager to own a portfolio of customers from onboarding through renewal.

You will drive adoption, provide training, and act as the primary contact for ongoing support, collaborating with Product, Technology, Sales, and Support to ensure measurable value from the platform. You’ll monitor health metrics, guide best practices, and identify opportunities for upsell and expansion while managing renewals and coordinating with internal teams.

Qualifications

• Passion for creating exceptional customer experiences and driving adoption.
• Onboarding and training customers to ensure success.
• Strong written and verbal communication across stakeholders.
• Excellent organizational skills and ability to manage multiple timelines.
• Comfort with pricing conversations and commitments.
• Ability to analyze usage data to spot risk and opportunities.
• Collaborative mindset with cross-functional teams.

Responsibilities

• Onboard new customers, provide product training, and serve as the primary contact for ongoing support.
• Monitor customer health and usage trends; serve customers via phone and meetings.
• Resolve issues, guide best practices, and identify upsell opportunities.
• Manage renewals and coordinate with Sales, Product, and Support teams.
• Foster trust-based relationships to drive satisfaction and retention and grow account value.

Skills

Customer advocacy

Adoption driving

Communication skills

Relationship management

Pricing discussions

Organization & prioritization

Proactive outreach

Data analysis

Problem solving

Tools

HubSpot CRM

Job description

At EventPipe, we’re on a mission to make managing event housing simple, scalable, and stress-free. We provide innovative software solutions for event producers, teams, travel agents, and housing companies.

As a Customer Success Manager (CSM), you’ll own a portfolio of customers from onboarding through renewal, ensuring they see measurable value from our platform and choose to grow with us. This is a high-impact role where you’ll collaborate with Product, Technology, Sales, and Support while advocating for customer needs.

Joining EventPipe means getting in at the ground floor of a fast-growing startup backed by industry experts, with cross-functional exposure and real room to grow. You'll report to the Director of Customer Success & Support and join a small team that is still building this function rather than inheriting it, so you'll have real input into the playbooks, processes, and tooling we run on. Compensation is a base salary plus variable comp tied to onboarding and renewal outcomes.

Role Description You'll onboard new customers, provide product training, and serve as their primary point of contact for ongoing support.

Day to day, you'll monitor customer health and usage trends, service customers over the phone and in meetings, resolve issues, guide best practices, identify upsell opportunities, manage renewals, and work with internal teams to bring customer feedback into the product. Your job is to grow satisfaction and retention by building strong, trust-based relationships and spotting opportunities for account growth before customers have to ask.

Qualifications

• Passion for creating exceptional customer experiences and driving adoption
• Clear, polished written and verbal communication; comfortable on the phone and leading customer calls
• Proactive about picking up the phone or setting up a meeting to resolve customer issues quickly and keep relationships strong
• Strong relationship skills across personality types and stakeholder levels
• Confidence in commercial conversations about pricing, price increases, and commitments
• Excellent organization and prioritization; stays steady when juggling several deadlines
• Adaptable, proactive self-starter who thrives as processes evolve
• Analytical mindset; able to interpret usage and health data to spot risk and opportunity
• Strong problem-solving skills; digs into the root cause of customer issues and brings forward practical solutions, not just escalations
• Hands-on experience with HubSpot or a similar CRM/CS platform
• Knowledge of hotels, group housing, or sports travel (preferred)
• Experience with renewals, account management, or SaaS onboarding (preferred)
• Ability to travel domestically for team meetings, training, or customer sessions