Customer Success Manager (Remote - US)

At TixTrack, we support our clients by creating superior ticketing solutions for performing arts and cultural institutions through a combination of modern technology, beautifully simple design, and the art of listening.

Headquartered in the heart of the Broadway Theatre District, NYC, we are a small, but growing team of hardworking, highly motivated individuals. With a presence across both the US and UK, we are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

About The Role

The Customer Success Manager is a key member of our Customer Success team and a dedicated advocate for our customers. This role is responsible for managing a portfolio of customers, driving product adoption, fostering long-term relationships, and ensuring a positive end-to-end customer experience. In a growing SaaS environment, this role is both strategic and hands-on. The Customer Success Manager serves as a product expert, works closely with customers to understand their goals, and partners internally with Sales, Ticketing Services, Product, and Engineering to help customers realize value from the platform. This position reports to the VP, Customer Experience.

This position is full-time and fully remote. Candidates are preferred to be located in New York, New Jersey, or Connecticut, but we will consider candidates located in California, Oregon, Colorado, Texas, Wisconsin, Minnesota, Louisiana, Florida, Virginia, North Carolina, and South Carolina. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office.

About You

• You have experience supporting ticketing products and enjoy partnering closely with customers to help them achieve real value through adoption, optimization, and long-term success.

• You’re comfortable owning customer relationships end to end, balancing strategic thinking with hands-on execution in a fast-moving SaaS environment.

• You communicate clearly and with empathy, whether you’re guiding customers through onboarding, collaborating with internal teams, or navigating complex questions and challenges.

• You collaborate naturally across teams and enjoy working closely with Sales, Product, Engineering, and Ticketing Services to deliver great outcomes.

What You'll Do

• 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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

What You'll Bring

Minimum Requirements

• Bachelor’s degree in Business, Communicatio