Customer Success Manager (Enterprise SaaS)

Customer Success Manager

Live events are fun.

Concerts, sporting events, and festivals create memorable lifelong experiences with clients, prospects, partners, friends, and family—and they drive real business impact.

Companies spend more than $600 billion each year on client entertainment. TicketManager is the enterprise platform they trust to source, manage, track, and report on live event tickets and hospitality—while maintaining compliance, control, and visibility across the organization.

Built at the intersection of live events, technology, and enterprise operations, TicketManager makes client entertainment easy and measurable. Our industry-leading software supports everything from invitations and event execution to post-event reporting, helping companies clearly prove ROI and strengthen relationships through unforgettable experiences.

TicketManager is trusted by thousands of global brands, including Anheuser-Busch, Verizon, American Express, Nike, and Visa, as well as Fortune 500 companies, professional sports leagues, and major organizations such as the NBA, NFL, NCAA, and NASCAR.

We’re also proud to partner with some of the most iconic teams and venues in sports and entertainment, including the New York Jets, Philadelphia Eagles and Phillies, Capital One Arena, Texas Rangers, Houston Texans, LAFC, and Seattle Seahawks, along with more than 50 professional and collegiate teams, franchises, universities, and technology providers.

Why Work at TicketManager

At TicketManager, you’ll help build technology that brings people together through live experiences—while solving complex, real-world problems for the world’s best companies. We’re a fast-growing, profitable company that values ownership, collaboration, and excellence, and we’re building a team that’s passionate about making work impactful and fun.

If you’re excited about live events, cutting-edge technology, and doing work that truly matters, you’ll feel right at home here.

The Role

TicketManager is hiring a Customer Success Manager (CSM) to own and grow a portfolio of enterprise accounts. This is a commercial, revenue-focused role responsible for driving expansion, renewals, and long-term customer value.

The CSM is a core member of the Revenue team and serves as the strategic owner and quarterback of their accounts – aligning sales, services, product, and leadership resources to maximize customer outcomes and revenue impact. Every action taken by the CSM is oriented toward retention, expansion, and deepening TicketManager’s footprint within each organization.

This role requires strong relationship management, consultative selling skills, executive presence, and comfort operating both strategically and hands-on.

Responsibilities:

• Account Ownership & Growth
  • Own the overall success, growth, and renewal of assigned accounts across the contract lifecycle.
  • Identify and drive upsell, cross-sell, and expansion opportunities across TicketManager’s full product portfolio.
  • Build and execute strategic account plans with clear expansion goals and timelines.
  • Expand TicketManager adoption across new business units, departments, and regions within existing customers.
• Revenue Team Leadership
  • Act as the primary quarterback for the account, coordinating across sales, product specialists, tech, services, and leadership teams.
  • Ensure clear ownership, momentum, and accountability across all revenue contributors supporting the account.
  • Maintain internal alignment to ensure the customer experience supports long-term growth and renewal objectives.
• Executive Relationship Management
  • Build and maintain trusted relationships with senior executives and decision-makers.
  • Conduct regular executive check-ins and on-site visits to strengthen partnerships and identify new revenue opportunities.
  • Ensure executive engagement in key TicketManager moments, including QBRs and the annual Partner Summit.
• Quarterly Business Reviews (QBRs)
  • Lead executive-level QBRs that clearly demonstrate value delivered, product usage, and expansion opportunities.
  • Partner with sales engineering and data teams to deliver custom, account-specific QBRs.
  • Use QBRs as a strategic forum to reinforce the full scope of TicketManager’s capabilities and future opportunities.
• Renewals & Retention
  • Own customer renewals from strategy through execution, consolidating insights from services, usage data, and executive feedback to support success.
  • Initiate renewal conversations in advance of contract end dates, aligning internal stakeholders and customer leadership so TicketManager stays ahead of the game.
• Customer Health & Escalations
  • Maintain a deep understanding of account health, engagement, and risk signals.
  • Ensure risks are identified early and managed proactively.
  • Partner with Support and Account Management teams to address issues and escalations when needed.
• Events & Partner Summit
  • Serve as a senior host for customers at live events and TicketManager’s Partner Summit.
  • Actively engage executives at Summit to build relationships, identify expansion opportunities, and drive new business.
  • Support executive participation, networking, and speaking opportunities.
• CRM & Account Hygiene
  • Maintain accurate, up-to-date account records, activity tracking, and customer dashboards.
  • Ensure clear documentation of relationships, opportunities, and strategic plans to support internal visibility and execution .

Travel & In-Person Engagement

• Expect regular travel to customer offices and live events (up to ~2 weeks per month).
• In-person engagement is a core part of how TicketManager builds trust and drives growth.

Desired Skills and Experience:

• BA/BS degree required
• 5-7+ years of professional work experience in a collaborative, data-driven environment
• Proven experience in Customer Success, Account Management, or Enterprise Sales within B2B SaaS or services.
• Strong commercial mindset with comfort owning renewals and expansion revenue.
• Confident executive communicator with experience engaging senior decision-makers.
• Highly organized, proactive operator who can manage multiple stakeholders and priorities.
• Comfortable working cross-functionally and holding teams accountable to shared goals.
• Willing and excited to travel and engage customers in live event environments.
• Experience in ticketing, sports, events, hospitality, sponsorships, or enterprise services.
• Background supporting complex, multi-stakeholder enterprise accounts.

TicketManager Highlights:

• Location: Calabasas, CA (HQ) or New York, NY
• Compensation: $150,000-$175,000 Base Salary
  • Bonus & Commission Eligibility
• Reports To : VP, Customer Success
• Work Expectations : Role is In-Office, Monday-Friday
• Retirement: 401(k) Company Match
• Health Benefits : Medical, Dental, Vision & Chiropractic
• Time Off: Unlimited PTO
• Interview Process: Multistage interview process with senior leaders across TicketManager to ensure strong alignment on role scope and expectations.
• Events: Quarterly live event credits (we practice what we preach!), monthly happy hours, and volunteering
• Perks: Fun, collaborative, in-office culture at our HQ with catered lunches and big company perks with the autonomy of a high-growth startup.

• Recognition: Inc. 5000 fastest-growing private company by Inc. Magazine six years in a row. Recognized as one of the Best Places to Work by Inc. Magazine, The LA Business Journal, and Sports Business Journal
• 4.5 out of 5 Glassdoor rating
• Used by over 4,000 globally known companies including ~15% of the Fortune 500