Associate Manager, Customer Success

Job Description

THE CHALLENGE We’re disrupting a huge industry, and our success is anchored on building long-lasting, trusted and partnerships with our customers. The Customer Success team is responsible for ensuring the long-term happiness, retention, and expansion of every client we support. We need an inspiring leader who can drive our team’s renewal and retention efforts, as well as build both internal process and client-facing initiatives. 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 Client Success team builds high-level relationships with our customers, focused on service and engagement. 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, with a goal of creating advocates for our product. We retain, delight, and grow our customers year over year. THE ROLE As the Team Lead of the Customer Success group at Eventbrite, you will lead the team of CSMs responsible for retaining, growing, and supporting our relationships with our large customers. You will be the team’s day to day to manager, with an eye on driving achievement of retention and revenue goals. This team manages relationships, renewals, contract negotiations, revenue targets, and more. You will focus your team on optimizing our renewal lifecycle, establishing an upsells strategy, and creating regular customer engagement through Executive Business Reviews.

THE SKILL SET

• 1-3 years experience managing a Customer Success, Account Management, or Renewals team, ideally at a SaaS organization
• 2+ years of individual contributor renewals management, sales, or strategic account management
• A history of exceeding retention and revenue quotas
• Expert communication skills - to be used up, down, and across the organization
• Consultative customer work and problem solving skills
• A proactive mindset; always ready to identify opportunities to delight customers, grow revenue, and improve process
• Experience negotiating contracts and closing deals
• Comfort working in a fast-paced environment with changing needs and requirements
• Passion for managing and building a high performing team, keeping an eye constantly on career development and mentorship
• Polished public speaking and presentation skills - from the powerpoint deck to the objection handling
• Experience using CRM software (like Salesforce & Gainsight) and Excel

BONUS POINTS

• Experience building out and measuring upsell processes and framework
• Understanding of advocacy program or referral best practices
• A history of working with live events and/or event creators

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. 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? Sign up to keep in touch and we’ll let you know when we have new positions on our team . Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Applicant Privacy Notice #li-remote Apply for this job