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(Senior) Commercial Customer Success Manager (m/f/d)

Full Time Senior

Job description

Shape the Future of Live Entertainment Tech

Welcome to vivenu – the global pioneer in event ticketing technology and one of the world's fastest-growing tech companies in live entertainment. We are revolutionizing ticketing for international giants such as the Grammys, the Golden Globes, Stanford University, and Hockenheimring – transforming a simple ticketing transaction into a genuine strategic competitive advantage. With over $65 million in funding behind us, our platform enables organizers to control their brand presence, leverage deep data analytics, and seamlessly integrate ticketing into their digital infrastructure.

With six locations worldwide, we offer an intuitive, customizable solution and industry-leading support that simplifies even the most complex ticketing challenges. This is how we help organizers create exceptional experiences and achieve sustainable growth.

Become part of our mission – and shape the future of live entertainment.

As a (Senior) Commercial Customer Success Manager (m/f/d), you will take on the following responsibilities:
  • High-Level Customer Success: Be responsible for a portfolio of our largest and most demanding enterprise clients in Germany. Develop tailor-made success strategies that solve complex customer requirements and contribute sustainably to our partners' long-term goals.
  • Onboarding & Project Management: Manage customer onboarding and technical project execution in close collaboration with internal and external stakeholders. Ensure timely, scalable, and high-quality implementation.
  • Strategic Stakeholder Management: Build robust relationships at all levels of the client organization – from operational event and box office teams to C-level executives. Foster engagement through regular business reviews, strategy workshops, and vivenu Labs.
  • Consulting on Growth & Transformation: Identify and unlock revenue potential through strategic consulting on optimizing event setups, pricing strategies, and the digital customer experience.
  • Customer-Centric Transformation: Actively advise clients on digitizing complex ticketing and governance processes and implementing new, data-driven business models via the vivenu platform.
  • Performance Analysis & Health Monitoring: Continuously analyze relevant KPIs and usage patterns to identify churn risks early and initiate targeted measures to increase feature adoption and customer satisfaction.
  • Strategic Renewal Management: Drive contract renewals and account expansions by demonstrating clear ROI, aligning product roadmaps, and building long-term trust.
  • Voice of the Enterprise Customer: Represent the needs of our major clients internally through structured feedback to our product and engineering teams at headquarters, actively shaping future platform development.
  • Enablement & Advanced Product Training: Empower our clients through targeted training and release briefings to fully leverage the potential of advanced and new platform features (e.g., AI Agent, Marketing Tools).

    • What you need to succeed in this role:
  • Enterprise Relationship Management: Proven experience working with diverse clients at multiple levels, including C-level, operational, and technical stakeholders.
  • Ticketing Operations / Industry Expertise: Hands-on experience in operational ticketing or working for a ticketing company (e.g., ticketing platforms, venues, sports teams, promoters, or entertainment organizations). Strong understanding of event operations, box office workflows, and the entire ticketing lifecycle.
  • Strategic Portfolio & Project Management: Demonstrated ability to manage a strategic client portfolio and deliver complex onboardings, platform migrations, and integrations with cross-functional teams.
  • Technical Understanding: Familiarity with APIs, integrations, access controls, and enterprise platform features, with the ability to translate technical concepts into operational and business value.
  • Strategic Success Planning: Experience in creating actionable success plans using customer discovery, CRM insights, operational data, and relevant industry trends.
  • Strong Communication & Consulting Skills: Ability to clearly communicate complex concepts and provide advisory support to clients – from technical workshops to executive-level meetings.
  • Proactive Problem Solving: A solution-oriented mindset, especially when dealing with demanding customer scenarios, operational challenges, or platform issues.
  • Customer Success Expertise: Experience in applying CS frameworks such as stakeholder mapping, health monitoring, and executive business reviews to drive adoption and expansion within enterprise accounts.
  • Experience: Minimum of 4 years in Customer Success, Account Management, or Ticketing Operations within the ticketing or broader live event industry.
    • Why join vivenu?

    Live Entertainment Technology
    Play a pivotal role for global brands and redefine the fan experience – from festivals to major sports events. With us, you're part of the Business of Fun – powered by cutting-edge technology that makes extraordinary moments accessible to millions.

    Sustainable Growth
    We are growing sustainably on a profitable, investor-backed foundation with a true product-market fit. This means continuous investment in our people, our products, and our long-term vision.

    Top-Tier Team
    Collaborate with over 160 dedicated professionals – including leaders from Google, Slack, and Salesforce. Together, we are shaping the future of live entertainment technology – decision by decision.

    Global DNA
    We are a diverse, performance-driven team with six locations worldwide. Talent and impact matter here – not hierarchy or background.

    Rapid Growth, in Every Respect
    Sifted regularly counts us among the fastest-growing scale-ups in Europe. We are driven by continuous learning, shared successes, and collective growth.

    Next-Gen Leaders & Insights
    Work alongside some of the brightest minds in tech – from Forbes 30 Under 30 founders to "Executive of the Year" award winners. At vivenu, you set new standards for the future of the ticketing industry.

    vivenu Inclusion Statement
    At vivenu, we believe our people make our success – and that we win with bold, diverse individuals. The strongest teams are built from different perspectives, experiences, and voices. We are committed to creating a work environment where everyone feels empowered to contribute, grow, and thrive to shape the future of live entertainment globally.

    Check out our Mission Statement and Corporate Values here.

    Required skills

    customer satisfaction industry trends product development consulting project management commercial health monitoring communication skills problem solving operational access controls relationship management crm business development c-level account management onboarding apis customer discovery portfolio management stakeholder management integrations ticketing roi transformation customer success manager marketing tools growth strategy product roadmap customer feedback product training enablement event operations ai agent account expansion enterprise clients feature adoption kpi analysis technical stakeholders live entertainment churn reduction stakeholder mapping executive business reviews platform technology renewal management platform migration success planning ticketing operations box office workflows ticketing lifecycle cs frameworks live event industry

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    Company information

    Company
    Vivenu
    Location
    Düsseldorf
    Germany
    Posted
    1 week ago
    View all jobs at Vivenu

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