Customer Success Manager
TixTrack
full-time
Posted on:
Location Type: Remote
Location: California • Colorado • United States
Visit company websiteExplore more
Salary
💰 $80,000 - $110,000 per year
About the role
- Manage a portfolio of customers, serving as the primary point of contact and trusted partner throughout the customer lifecycle.
- Guide customers through onboarding, adoption, and ongoing usage, ensuring a smooth transition from Sales to Customer Success.
- Assist Sales teams members in ensuring a frictionless handoff by providing demos for prospects, advising on use cases, and facilitating onboarding and implementation.
- Maintain a strong understanding of our products and services, assisting customers with questions and recommending best-fit solutions based on their needs.
- Conduct regular check-ins with assigned customers to review usage, highlight new features, and identify risks or opportunities for improvement.
- Review and address customer feedback, concerns, and complaints, with a focus on improving the overall customer experience.
- Partner with Ticketing Services, Product, and Engineering to coordinate issue resolution, product enhancements, and customer requests in a timely and customer-focused manner.
- Collaborate with Product and Engineering to optimize product rollout and adoption strategy.
- Facilitate customer education initiatives such as webinars or training sessions.
- Track customer health, retention indicators, and key milestones, contributing to renewal readiness and long-term success.
- Support the VP, Customer Experience in communications related to feature releases and product updates, as well as in enhancing Customer Success initiatives and processes.
Requirements
- Bachelor’s degree in Business, Communication, or related field.
- Five or more years of experience supporting ticketing products either at a ticketing provider or as someone using a ticketing product.
- Exceptional ability to communicate and foster positive business relationships with a focus on customer satisfaction.
- Experience analyzing and optimizing the application of a ticketing product either in a Customer Success/Account Management role or as a ticketing user.
- Ability to express empathy in handling customers’ concerns and managing the expectations of both internal and external resources to deliver a resolution.
Benefits
- 100% paid medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026)
- Company-paid life insurance
- Traditional and Roth 401k plans
- Paid parental leave
- Learning & development opportunities with company reimbursement for eligible educational expenses
- Working abroad opportunities
- Volunteer days off
- Flexible scheduling
- Up to $300 reimbursement for initial equipment to set up hybrid work environment
- Generous PTO and holiday schedule
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer onboardingcustomer adoptioncustomer successcustomer experienceticketing productsissue resolutionproduct enhancementscustomer health trackingdata analysiscustomer feedback management
Soft skills
communicationrelationship buildingcustomer satisfactionempathyproblem-solvingcollaborationtraining facilitationadaptabilityorganizational skillscustomer advocacy