Customer Success Manager

About the Role

Be the trusted partner for 1,800+ event organisers managing their success on the platform.

What You'll Do

• Own onboarding for new organizers — from KYC approval to first event live within 48 hours.
• Manage a portfolio of 80–100 organizers, tracking GMV, NPS, and retention.
• Run weekly business reviews with top-tier organizers.
• Resolve escalations and coordinate with product/engineering on platform issues.
• Build playbooks for common organizer workflows and train new CSMs.

What We're Looking For

• 2+ years in customer success, account management, or B2B SaaS support.
• Strong communication skills — fluent in English and at least one regional language.
• Data-driven: comfortable with CRM tools (Salesforce, Zendesk, or HubSpot).
• Experience managing SLAs and escalation workflows.

Nice to Have

• Background in events, hospitality, or entertainment industry.
• Experience with Zendesk/Freshdesk configuration.