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As a Senior Customer Success Manager, reporting to the Director of Customer Success, this role takes a leadership position in building and nurturing long-term relationships with a growing global portfolio of venue partners. The Senior Customer Success Manager is responsible for delivering a world-class customer experience while driving adoption, retention, and revenue across the full product suite.
Key Responsibilities
- Welcome and engage venue customers at both strategic and tactical levels, providing exceptional service, operational support, and strong customer advocacy
- Drive revenue within the venue portfolio by increasing product adoption, customer satisfaction, and long-term retention
- Define and deliver tailored onboarding programs for venue operators, event teams, and facility managers, enabling them to become internal experts and champions of the platform
- Identify, qualify, and hand off upsell opportunities to Sales, including new features, expanded use cases (e.g., premium fan experiences, event-specific solutions), and additional venue deployments
- Support customer retention and renewals, partnering with Sales and Finance on customized agreements, multi-venue renewals, and enterprise documentation as needed
- Establish and maintain Customer Success Plans aligned with venue goals such as improving visitor navigation, optimizing event-day workflows, and enhancing fan experiences
- Collaborate closely with Product teams to facilitate customer feedback sessions and joint meetings, encouraging active participation from venue clients
- Accommodate meetings outside standard working hours when required, given global time zones and live event schedules
- Measure, track, and report on KPIs related to adoption, operational performance, and event outcomes, continuously optimizing programs through best practices
- Proactively identify and mitigate risk and potential churn, particularly related to seasonal usage, event calendars, or changes in venue leadership
Experience & Interests
The ideal candidate demonstrates strong interest in or prior experience with:
- Customer Success strategies, processes, and best practices
- Project management in complex, multi-stakeholder environments
- Account management methodologies
- Managing relationships with executives, operations leaders, and event staff
- Working with CAD files, floor plans, or 3D software for venue layouts, concourses, and event configurations
- Illustrator or similar design tools for mapping or spatial visualization
- Supporting arenas, stadiums, or large-scale venues
Nice to Have
- Experience working in commercial real estate
- Familiarity with event operations, fan experience platforms, or venue technology ecosystems
- Experience using tools such as HubSpot, Slack, or Intercom
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Disclaimer: Calyptus uses an automated assessment tool that scores applicants.
Want to put your job search on autopilot? Join our platform, complete a 6-minute AI screening interview, and get auto-applied to 100s of high-paying roles.
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