Customer Success Manager (SaaS) - Live Events/Music/Sport

Job description

We LIVE for events (music/events/sport). We LIVE to help event organisers sell more tickets.


If you love music/events/sport, are driven, entrepreneurial and want to build a career in customer success, we need you!!


We are looking for an experienced Customer Success Manager to focus on ensuring our customers are happy, and gaining maximum value from our platform.

 

Who are Audience Republic?

  • We are a SaaS platform that helps live events (music festivals, concerts, sport) sell more tickets, through increasing word-of-mouth, collecting data & providing audience intelligence.

  • Fast growth tech start up, well funded after raising $2m from investors

  • Founded in 2015, currently 11 people (soon to be 20)

  • We are a global business, and have offices in Sydney, Los Angeles, and London, with customers in APAC, North America, South America & UK/Europe.

  • Our customers include Laneway Festival, Falls Festival, Beyond the Valley, Lost Paradise, Yours & Owls, as well as events featuring artists like Flume, ODESZA, RUFUS DU SOL, Post Malone, Chance The Rapper, Red Hot Chili Peppers, etc

 

What Will You Do?

  • You will be responsible on the Customer Success team, as well as work closely with the Sales, Marketing & Product Team

  • Ensure our customers are properly on-boarded and are getting value from our platform

  • Regularly interact with our customers to ensure they are continually using & gaining value from our platform

  • Responsible for measuring our NPS score, and driving it up over time 

  • Identify and track metrics around user engagement, to ensure we're driving user engagement up over time

  • Pre-emptively identifying customers that are at risk of churn and doing something about it

  • Identifying up-sell and cross sell opportunities 

  • Assist customers launching marketing campaigns and ensuring they are using best practices

  • Work with a team of incredibly smart and AMBITIOUS people 


Why You’ll Love It Here

  • You will have FULL OWNERSHIP an area of the business & be responsible for building it up (and be rewarded for doing so)

  • We do not micromanage anyone, you are trusted, have full autonomy and are treated as an adult

  • We use the absolute BEST software, tools & equipment to do our job. We all use Hubspot and the latest MacBook Pros.

  • We ONLY hire other smart, ambitious people who LOVE to learn and grow

  • As a founding team member your input will be absolutely CRITICAL to the success of the company in all areas – including customer success, sales, marketing and product.


Requirements

  • At least 2 years experience in Customer Success at a SaaS company


Keywords: Customer Success, Salesforce, Marketo, Hubspot, Slack, Uber, Square, Stripe, Adobe, Oracle, Google, Facebook, Snapchat, LinkedIn, YouTube, AdRoll, Canva, SafetyCulture, Culture Amp, Intuit, Airbnb, Media, Entertainment, Spotify, Apple Music, Pandora, Shazam, Sports, Music Festivals, Concerts, Festival, Universal Music, Sony Music, Warner Music, Touring, Artist Management, Record Labels, Promoter, Bigcommerce, Campaign Monitor, Invoice2go, Sitemider, 90 Seconds