Enterprise Customer Success Manager

vivenu; New York (NY); On-site; USD 150,000 - 200,000; Full time

Job summary

vivenu is seeking an Enterprise Customer Success Manager to own a strategic portfolio of our most important, technically complex enterprise clients. You will lead onboarding, drive project delivery, and manage stakeholders across operations and executives.

You will harness API integrations, platform migrations, and data-driven reviews to expand adoption and revenue. The role requires 5+ years in CS or related fields and a deep understanding of ticketing operations within live events.

Qualifications

• 5+ years in Customer Success, Account Management, or Ticketing Operations within the ticketing or live events industry.
• Experience working with enterprise clients across multiple levels, including C-level stakeholders.
• Ability to manage strategic portfolios, onboarding, migrations, and integrations with cross-functional teams.
• Familiarity with APIs, integrations, access controls, and enterprise features.
• Experience creating actionable success plans using discovery, CRM insights, and operational data.

Responsibilities

• Own a strategic portfolio of enterprise customers and develop tailored success strategies.
• Lead technical onboarding and project delivery with internal teams and customer stakeholders.
• Build relationships across customer levels and drive engagement through business reviews and workshops.
• Identify revenue potential through advisory on event, pricing, or digital experience optimization.
• Enable customers to digitize processes and adopt the vivenu platform.

Skills

Enterprise Relationship Management

Ticketing Operations

Strategic Portfolio Management

Technical Acumen

Strategic Success Planning

Consulting Skills

Problem Solving

Customer Success Expertise

Experience in Live Events

Job description

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 an Enterprise Customer Success Manager your responsibilities will include:

• Enterprise-Level Customer Success: Own a strategic portfolio of our most important and technically complex customers. Develop tailored success strategies aligned with long-term customer goals.
• Enterprise Onboarding & Project Management: Lead technical onboarding and project delivery in close collaboration with internal teams and customer stakeholders – ensuring timely, scalable, and high-quality execution.
• Strategic Stakeholder Management: Build deep relationships across all customer levels – from operational teams to executives – and drive engagement through business reviews, strategy workshops, and vivenu Labs.
• Growth & Transformation Advisory: Identify and unlock revenue potential through strategic consulting on event, pricing, or digital experience optimization.
• Customer-Centric Transformation: Enable customers to digitize complex processes and drive new business models using the vivenu platform.
• Health Monitoring & Performance Analysis: Analyze KPIs and usage patterns to detect risks early and recommend concrete actions for increased adoption and satisfaction.
• Strategic Renewal Management: Drive contract renewals and expansions by showcasing value, aligning roadmaps, and building long-term trust.
• Voice of the Enterprise Customer: Represent the enterprise customer perspective internally – providing structured feedback to product and engineering teams to shape future development.
• Enablement & Advanced Product Training: Ensure that customer teams are up to date and fully enabled to use advanced platform features through training sessions and release briefings.

What you will need to succeed in this role:

• Enterprise Relationship Management: Demonstrated experience working with large-scale, enterprise clients across multiple levels, including C-level, operations, and technical stakeholders.
• Ticketing Operations / Industry Expertise: Hands‑on experience in ticketing operations or working at a ticketing company (e.g., ticketing platforms, venues, sports teams, promoters, or entertainment organizations). Strong understanding of event operations, box office workflows, and the end‑to‑end ticketing lifecycle.
• Strategic Portfolio & Project Management: Proven ability to manage a strategic customer portfolio and deliver complex onboarding, platform migrations, and integrations with cross‑functional teams.
• Technical Acumen: Familiarity with APIs, integrations, access controls, and enterprise‑grade platform features, with the ability to translate technical concepts into operational and business value.
• Strategic Success Planning: Experience creating actionable success plans using customer discovery, CRM insights, operational data, and relevant industry trends.
• Strong Communication & Consulting Skills: Ability to clearly communicate complex concepts and provide consultative guidance to customers – from technical workshops to executive‑level meetings.
• Proactive Problem Solving: A solution‑oriented mindset, particularly when navigating sophisticated customer scenarios, operational challenges, or platform issues.
• Customer Success Expertise: Experience using CS frameworks such as stakeholder mapping, health monitoring, and executive business reviews to drive adoption and expansion within enterprise accounts.
• Experience: Minimum 5 years in Customer Success, Account Management, or Ticketing Operations within the ticketing or broader live events industry.

$150,000 - $200,000 a year

This base salary range may include several career levels at vivenu and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Additional benefits for this role may include a performance bonus.