Scale Customer Success Manager

Redefine the future of live entertainment tech
Welcome to vivenu, the global leader in event ticketing tech and one of the world’s fastest-growing live entertainment tech firms. We are transforming event ticketing for global leaders like the Grammys, the Golden Globes, Stanford University and the Hockenheimring turning what was once a simple transaction into a strategic business advantage. Backed by over $65 million in funding, our platform empowers event organizers to own their brand experience, unlock deep data insights, and seamlessly integrate ticketing into their digital infrastructure.
With six offices worldwide and growing, we deliver a customizable, intuitive solution and industry-leading support that simplify even the most complex ticketing challenges – helping organizers deliver exceptional experiences and drive real growth.
Join us and build the future of live entertainment.

As Scale Customer Success Manager your responsibilities will include:

• Customer-Centric Mindset at Scale: Passion for delivering value to a broad customer base, with a focus on efficient, repeatable, and high-impact support and engagement.
• Relationship Building via Scalable Channels: Ability to build trust and maintain strong relationships through digital-first approaches – including email campaigns, in-app messaging, webinars, and self-service content.
• Efficient Portfolio Management: Experience managing a large and diverse portfolio of customers by prioritizing based on lifecycle stage, engagement, and customer health signals.
• Success Planning at Scale: Skilled in identifying patterns across accounts and using segmentation, automation, and customer insights to drive targeted success motions.
• Clear and Compelling Communication: Strong written and verbal communication skills with the ability to engage customers through structured communication, proactive updates, and scalable education formats.
• Tech-Savvy and Data-Driven: Comfortable using tools like CRM, product analytics, and automation platforms to monitor usage trends, identify risks, and trigger success interventions.
• Enablement & Content Creation: Able to translate platform knowledge into scalable customer-facing materials – such as guides, knowledge base articles, and recorded demos.
• Problem-Solving & Empathy: Proactive in identifying recurring customer issues and empathetic in addressing the needs of smaller customers in a fast and efficient way.
• Experience: 2+ years of experience in customer success, tech support, account management, or customer marketing – ideally in a SaaS or tech-driven environment with high customer volume.

What you will need to succeed in this role:

• Drive Success at Scale: Manage a high-volume customer portfolio by delivering value through scalable programs, automation, and one-to-many communication strategies.
• Customer Lifecycle Enablement: Guide customers through key lifecycle stages – from onboarding to renewal – using email campaigns, help center content, webinars, and in-app guidance.
• Proactive Communication: Create and execute structured outreach to keep customers informed, engaged, and aware of best practices, new features, and opportunities for growth.
• Customer Health Monitoring: Leverage usage data and customer signals to identify risks and opportunities. Trigger proactive support interventions and drive adoption at scale.
• Product Education & Adoption: Promote product knowledge and feature usage through scalable education initiatives – such as product updates, tutorials, and customer training content.
• Segmentation & Personalization: Use customer segmentation to deliver tailored messaging and engagement strategies that resonate with specific customer needs or behaviors.
• Self-Service Optimization: Collaborate on building and maintaining high-quality self-service resources to empower customers and reduce friction.
• Feedback Loop & Continuous Improvement: Act as the voice of the long-tail customer by collecting recurring feedback, identifying trends, and sharing insights to improve the product and customer experience.
• Cross-Functional Collaboration: Partner with Sales, Support, Marketing, and Product to create seamless customer experiences and refine scale engagement strategies.

Why join vivenu?
Live Entertainment TechPlay a mission-critical role for global brands, redefining fan experiences from festivals to major sports events. Here, you’re part of the business of fun — powered by cutting-edge technology that brings moments to life for millions.
Sustainable GrowthWe scale sustainably on a profitable, VC-backed foundation with true product-market