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Vivenu

3 days ago

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

  • Düsseldorf
  • Full Time
  • Senior
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Company information

Company
Vivenu
Location
Düsseldorf Germany
Posted
3 days ago
View all jobs at Vivenu

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 like the Grammys, the Golden Globes, Stanford University, and Hockenheimring – turning a simple ticketing transaction into a real strategic competitive advantage. With over $65 million in funding, our platform enables organizers to control their brand presence themselves, 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 tasks:
  • High-Level Customer Success: Be responsible for a portfolio of our largest and most demanding enterprise clients in Germany. Develop tailored success strategies that solve complex customer requirements and contribute to our partners' long-term goals sustainably.
  • 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 customer levels – from operational event and box office teams to the C-level. 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 to fully utilize the potential of advanced and new platform features (e.g., AI Agent, marketing tools) through targeted training and release briefings.

    • What you need to succeed in the 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 at a ticketing company (e.g., ticketing platforms, venues, sports teams, promoters, or entertainment organizations). Strong understanding of event workflows, box office workflows, and the entire ticketing lifecycle.
  • Strategic Portfolio & Project Management: Demonstrated ability to manage a strategic customer 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 advise 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 crucial role for global brands and reshape the fan experience – from festivals to major sports events. With us, you're part of the Business of Fun – driven by cutting-edge technology that makes special moments accessible to millions.

    Sustainable Growth
    We are growing sustainably on a profitable, investor-backed basis with real product-market fit. This means continuous investment in our employees, 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-oriented 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 constant 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'll set new standards for the future of the ticketing industry.

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

    Check out our Mission Statement and Corporate Values here as well.

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