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Manager, Customer Success

Remote, United States

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 Customer Success team builds high-level relationships with our customers focused on service and engagement.

At Eventbrite, we believe great technology and great service make a fantastic customer experience. The smart, passionate, creative, and delightful team of Customer Success team members act as strategic advisors to our largest and most complex organizers. The team works together and cross-functionally every day to create exceptional experiences for our valued partners. The rewards are great and no challenge is too big.

THE CHALLENGE

We’re disrupting a huge industry. Our success is anchored on building long-lasting, trusted and strategic partnerships with our customers. The Customer Success team is responsible for ensuring the long-term success of every customer we support.

THE ROLE

As a Manager, Customer Success on our Customer Success team, you will lead and develop a team of high-performing Customer Success Managers (CSMs) responsible for supporting and enabling our largest and most visible customers to achieve maximum ROI with the Eventbrite platform. You will play a pivotal role in shaping and executing the company's strategic initiatives while building a world-class customer lifecycle, engagement, and retention experience. Your leadership will directly contribute to driving customer success, engagement, and revenue growth.

The ideal candidate will have a proven track record of managing a Customer Success team through strategic planning, the capability to build a deep understanding of the ticketing industry, and strong analytical and communication skills.

YOU WILL

Team Leadership & Development:

    • Recruit, mentor, and develop a team of individual contributing Customer Success Managers.
    • Foster a collaborative, high-performing team environment by providing ongoing coaching, feedback, and professional development opportunities.
    • Set clear performance expectations, monitor individual and team KPIs, and ensure accountability for delivering measurable results.
  • Customer Strategy & Success:
    • Guide the team in developing strategic engagement plans for High Value and Strategic accounts to drive outreach & engagement, tool & feature adoption, and overall customer performance.
    • Oversee handoffs from the onboarding team to ensure seamless and effective training, enabling customers to quickly realize value from the platform.
    • Partner with the team to proactively identify at-risk and under-performing accounts and implement tailored strategies to retain and support them.
  • Operational Excellence:
    • Implement and optimize scalable, repeatable processes for onboarding, customer engagement, and retention.
    • Develop tools, frameworks, and best practices to improve delivery quality, predictability, and consistency.
    • Ensure the delivery of a high-quality customer experience that aligns with company objectives.
    • Continuously deliver feedback and provide solutions to leadership teams and participate in process improvements and optimization.
  • Cross-Functional Collaboration:
    • Act as a key liaison between Customer Success and cross-functional teams such as Product, Engineering, Marketing, and Sales.
    • Provide actionable customer insights to Product and Engineering teams to influence roadmap priorities and improve self-service capabilities.
    • Be comfortable communicating with Senior Leadership and E-Staff.
  • Data-Driven Decision Making:
    • Analyze customer health metrics, adoption trends, and engagement patterns to inform strategic decisions.
    • Leverage data to forecast retention risks and identify growth opportunities.

THE SKILLSET

  • Leadership Excellence: Proven experience leading and scaling customer success or account management teams, with a track record of building and mentoring high-performing individuals.
  • Strategic Vision: Ability to craft and execute comprehensive customer engagement strategies aligned with company goals.
  • Industry Knowledge: Deep understanding of the ticketing, events, or SaaS industries, with a keen ability to translate industry trends into actionable insights.
  • Data-Driven Approach: Strong analytical skills and the ability to leverage customer data to drive informed decision-making and continuous improvement.
  • Collaboration & Influence: Exceptional relationship management skills with a demonstrated ability to influence and partner cross-functionally.
  • Customer-Centric Mindset: Passion for delivering value to customers and fostering long-term relationships.
  • Effective Communication: Clear and compelling communicator, both written and verbal, who can inspire and motivate teams and stakeholders.

PREFERRED QUALIFICATIONS:

  • 6+ years of experience in Customer Success, Account Management, or related roles, with at least 2 years of experience in a leadership or supervisory role.
  • Proven expertise in leading and scaling high-performing Customer Success teams, preferably in SaaS, ticketing, or the events industry.
  • Experience working with SaaS platforms.
  • Familiarity with customer health scoring models and engagement frameworks.
  • Strong problem-solving skills and the ability to manage competing priorities in a fast-paced environment.
  • Experience using CRM software (Salesforce, ChurnZero, Gong & Groove), and Google Suite (Sheets, Slides, Docs).
  • Prior experience with Tableau, Snowflake and SQL.

This role is a unique opportunity to shape customer experiences, drive meaningful outcomes for creators, and lead a high-impact team in a dynamic and innovative environment.

PAY TRANSPARENCY

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is listed below. You may also be eligible to participate in Eventbrite’s incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions.

Pay Transparency Range (US)

$92,200 - $166,100 USD

ABOUT EVENTBRITE

At Eventbrite everyone is invited to be their whole self and we cultivate an environment to make sure that is feasible throughout the entirety of an individual's time at Eventbrite. We are committed to providing competitive, valuable and meaningful benefits and experiences for our employees to ensure we meet them where they are in life. 

Cultivating a diverse, equitable and inclusive culture where all people are invited and belong is our top priority. 

Employees can participate in resource groups and we offer global programming and training throughout the year to support a diverse and inclusive workplace.  Read more about our Diversity and Inclusion work for our team, culture, and community.

BENEFITS

We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.

Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).

EQUAL OPPORTUNITY

At Eventbrite, we are dedicated to fostering diversity, equity and inclusion. We welcome individuals from all backgrounds, abilities and experiences to apply, and we make employment decisions on the basis of merit. We are committed to equal employment opportunity regardless of race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender reassignment, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics, or any other legally protected characteristic.

If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. 

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