Job Description

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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





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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.





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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 Respond to guest support inquiries via email and chat, with clarity, empathy, and speed 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.