Customer Success Manager

7 days ago

Halifax, Canada Essential HR Full time

**The Company**:
Our client is Canada’s next generation event management platform offering event organizers a mobile-first, all-in-one solution for event ticketing, access control, cashless payments, and guest engagement. Our client is the backbone platform for some of the world’s largest festivals and events including Comic-Con, Boots and Hearts, Sommo Festival, NASCAR Canada, and mo

**The Role**:
We’re looking for a strategic, detail-oriented **Customer Success Manager**who’s passionate about live events and the technology that powers them. In this role, you’ll be the bridge between our clients, their guests, and their product — leading onboarding, delivering training, managing guest support, solving problems, and shaping processes that scale. You’ll work cross-functionally to ensure every client and end-user has a seamless, supported experience from implementation to event day and beyond. If you thrive in fast-paced environments, love building systems from the ground up, and are equally comfortable supporting clients, guests, and collaborating internally, we’d love to meet you.

**Responsibilities**:

- Serve as a product expert for clients, internal teams, and stakeholders
- Develop and maintain client and guest-facing resources including documentation, onboarding materials, and tutorial videos
- Support clients on-site at events as front-of-house lead, acting as both a strategic partner and operational problem-solver
- Build and deliver engaging live video training sessions for clients, guests, and internal users
- Implement and manage support systems (e.g., ticketing platforms, help centers, chatbots), and improve support workflows for scale and quality
- Monitor and analyze support metrics, producing actionable insights and reports for leadership
- Build and maintain ticketed events for clients
- Partner with the product team to translate user feedback into features, fixes, and roadmap priorities
- Help scale internal operations and processes to support a growing client base across all stages of the customer lifecycle

**Qualifications**:

- 5 years in customer success, support, or account management
- 3+ years in live events, with ticketing and box office experience strongly preferred
- Familiarity with tools like Zendesk, HubSpot, or similar; experience with automation, knowledge bases, and chatbot systems
- Strong written and verbal communication skills with the ability to explain technical solutions in human terms
- Ability to develop and deliver tailored presentations and training sessions to a variety of stakeholders
- Experience with basic photo/video editing tools to support training and help resources
- Strong organizational skills and a love for structure and process
- Critical thinker and self-starter with a proven ability to take initiative, learn, and adapt quickly
- Resourceful, persistent, and proactive—comfortable juggling multiple priorities in a fast-paced, ever-changing environment
- Team-oriented and collaborative, with a strong sense of ownership and follow-through
- Willingness to travel and work on-site at live events
- A good human—positive, curious, humble, and driven to grow

**Accommodations**

If you need accommodations during the selection process, let us know and we’ll work with you.

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