TixTrack
At TixTrack, we support our clients by creating superior ticketing solutions for performing arts and cultural institutions through a combination of modern technology, beautifully simple design, and the art of listening.
Headquartered in the heart of the Broadway Theatre District, NYC, we are a small, but growing team of hardworking, highly motivated individuals. With a presence across both the US and UK, we are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.
Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we "role". About The Role
The Customer Success Manager is a key member of our Customer Success team and a dedicated advocate for our customers. This role is responsible for managing a portfolio of customers, driving product adoption, fostering long-term relationships, and ensuring a positive end-to-end customer experience. In a growing SaaS environment, this role is both strategic and hands-on. The Customer Success Manager serves as a product expert, works closely with customers to understand their goals, and partners internally with Sales, Ticketing Services, Product, and Engineering to help customers realize value from the platform. This position reports to the VP, Customer Experience.
This position is full-time and fully remote. Candidates are preferred to be located in New York, New Jersey, or Connecticut, but we will consider candidates located in California, Oregon, Colorado, Texas, Wisconsin, Minnesota, Louisiana, Florida, Virginia, North Carolina, and South Carolina. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office. About You
You have experience supporting ticketing products and enjoy partnering closely with customers to help them achieve real value through adoption, optimization, and long-term success. You're comfortable owning customer relationships end to end, balancing strategic thinking with hands-on execution in a fast-moving SaaS environment. You communicate clearly and with empathy, whether you're guiding customers through onboarding, collaborating with internal teams, or navigating complex questions and challenges. You collaborate naturally across teams and enjoy working closely with Sales, Product, Engineering, and Ticketing Services to deliver great outcomes. What You'll Do Manage a portfolio of customers, serving as the primary point of contact and trusted partner throughout the customer lifecycle. Guide customers through onboarding, adoption, and ongoing usage, ensuring a smooth transition from Sales to Customer Success. Assist Sales teams members in ensuring a frictionless handoff by providing demos for prospects, advising on use cases, and facilitating onboarding and implementation. Maintain a strong understanding of our products and services, assisting customers with questions and recommending best-fit solutions based on their needs. Conduct regular check-ins with assigned customers to review usage, highlight new features, and identify risks or opportunities for improvement. Review and address customer feedback, concerns, and complaints, with a focus on improving the overall customer experience. Partner with Ticketing Services, Product, and Engineering to coordinate issue resolution, product enhancements, and customer requests in a timely and customer-focused manner. Collaborate with Product and Engineering to optimize product rollout and adoption strategy. Facilitate customer education initiatives such as webinars or training sessions. Track customer health, retention indicators, and key milestones, contributing to renewal readiness and long-term success. Support the VP, Customer Experience in communications related to feature releases and product updates, as well as in enhancing Customer Success initiatives and processes. Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice. What You'll Bring Minimum Requirements Bachelor's degree in Business, Communication, or related field. Five or more years of experience supporting ticketing products either at a ticketing provider or as someone using a ticketing product. Exceptional ability to communicate and foster positive business relationships with a focus on customer satisfaction. Experience analyzing and optimizing the application of a ticketing product either in a Customer Success/Account Management role or as a ticketing user. Ability to express empathy in handling customers' concerns and managing the expectations of both internal and external resources to deliver a resolution. Essential Skills Strong oral and written communication skills. Ability to work independently and manage multiple projects and deadlines. Strong analytical, decision-making, and creative problem-solving skills. Meticulous project management skills. Excellent organizational, leadership, and time management skills. Effective communication and management skills. Ability to understand and communicate technical concepts. Tools You'll Use Google Suite Microsoft Office Slack Zendesk Atlassian Suite Tableau Stripe Project Management Tools, such as Teamwork What We Value
Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.
Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.
Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.
Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.
Perform at Your Best - We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations. How We Work
R adical Curiosity - We Stay Hungry - We approach each day with curiosity and accountability; learning, engaging fully, questioning assumptions, connecting our work to the bigger picture, and always keeping the customer at the center.
E mbrace Change - We Own Outcomes Together - We succeed by holding ourselves accountable, collaborating deeply across teams, embracing change, and continuously improving together.
S eek Solutions - We Continuously Innovate Together - We focus on solutions and client value by acting decisively, prioritizing what matters most, and turning ideas into results through rapid, iterative action.
E mpathy - We Grow Together - We listen deeply to our customers and to each other, using data, empathy, and mutual respect to grow stronger together.
T ransform - We Raise The Bar - We set high standards, honor our commitments, and move forward every day with a success mindset, driving continuous improvement and quality for our customers. Our Commitment to Diversity
TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.
We are focused on building a culture that acknowledges and values diversity, equity, and inclusion. What We Offer Base annual salary range of $80,000 - $110,000, commensurate with experience. Eligibility for annual bonus based on performance and company success 100% paid medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026) Company-paid life insurance Traditional and Roth 401k plans Paid parental leave Learning & development opportunities with company reimbursement for eligible educational expenses Working abroad opportunities Volunteer days off Flexible scheduling Up to $300 reimbursement for initial equipment to set up hybrid work environment Generous PTO and holiday schedule Remote work environment
California Applicants: CCPA/CPRA Notice
Right to Work Poster
Notice of E-verify Participation
Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing accommodations@tixtrack.com.
Department Customer Experience Locations New York City Remote status Fully Remote Employment type Full-time
Headquartered in the heart of the Broadway Theatre District, NYC, we are a small, but growing team of hardworking, highly motivated individuals. With a presence across both the US and UK, we are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.
Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we "role". About The Role
The Customer Success Manager is a key member of our Customer Success team and a dedicated advocate for our customers. This role is responsible for managing a portfolio of customers, driving product adoption, fostering long-term relationships, and ensuring a positive end-to-end customer experience. In a growing SaaS environment, this role is both strategic and hands-on. The Customer Success Manager serves as a product expert, works closely with customers to understand their goals, and partners internally with Sales, Ticketing Services, Product, and Engineering to help customers realize value from the platform. This position reports to the VP, Customer Experience.
This position is full-time and fully remote. Candidates are preferred to be located in New York, New Jersey, or Connecticut, but we will consider candidates located in California, Oregon, Colorado, Texas, Wisconsin, Minnesota, Louisiana, Florida, Virginia, North Carolina, and South Carolina. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office. About You
You have experience supporting ticketing products and enjoy partnering closely with customers to help them achieve real value through adoption, optimization, and long-term success. You're comfortable owning customer relationships end to end, balancing strategic thinking with hands-on execution in a fast-moving SaaS environment. You communicate clearly and with empathy, whether you're guiding customers through onboarding, collaborating with internal teams, or navigating complex questions and challenges. You collaborate naturally across teams and enjoy working closely with Sales, Product, Engineering, and Ticketing Services to deliver great outcomes. What You'll Do Manage a portfolio of customers, serving as the primary point of contact and trusted partner throughout the customer lifecycle. Guide customers through onboarding, adoption, and ongoing usage, ensuring a smooth transition from Sales to Customer Success. Assist Sales teams members in ensuring a frictionless handoff by providing demos for prospects, advising on use cases, and facilitating onboarding and implementation. Maintain a strong understanding of our products and services, assisting customers with questions and recommending best-fit solutions based on their needs. Conduct regular check-ins with assigned customers to review usage, highlight new features, and identify risks or opportunities for improvement. Review and address customer feedback, concerns, and complaints, with a focus on improving the overall customer experience. Partner with Ticketing Services, Product, and Engineering to coordinate issue resolution, product enhancements, and customer requests in a timely and customer-focused manner. Collaborate with Product and Engineering to optimize product rollout and adoption strategy. Facilitate customer education initiatives such as webinars or training sessions. Track customer health, retention indicators, and key milestones, contributing to renewal readiness and long-term success. Support the VP, Customer Experience in communications related to feature releases and product updates, as well as in enhancing Customer Success initiatives and processes. Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice. What You'll Bring Minimum Requirements Bachelor's degree in Business, Communication, or related field. Five or more years of experience supporting ticketing products either at a ticketing provider or as someone using a ticketing product. Exceptional ability to communicate and foster positive business relationships with a focus on customer satisfaction. Experience analyzing and optimizing the application of a ticketing product either in a Customer Success/Account Management role or as a ticketing user. Ability to express empathy in handling customers' concerns and managing the expectations of both internal and external resources to deliver a resolution. Essential Skills Strong oral and written communication skills. Ability to work independently and manage multiple projects and deadlines. Strong analytical, decision-making, and creative problem-solving skills. Meticulous project management skills. Excellent organizational, leadership, and time management skills. Effective communication and management skills. Ability to understand and communicate technical concepts. Tools You'll Use Google Suite Microsoft Office Slack Zendesk Atlassian Suite Tableau Stripe Project Management Tools, such as Teamwork What We Value
Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.
Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.
Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.
Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.
Perform at Your Best - We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations. How We Work
R adical Curiosity - We Stay Hungry - We approach each day with curiosity and accountability; learning, engaging fully, questioning assumptions, connecting our work to the bigger picture, and always keeping the customer at the center.
E mbrace Change - We Own Outcomes Together - We succeed by holding ourselves accountable, collaborating deeply across teams, embracing change, and continuously improving together.
S eek Solutions - We Continuously Innovate Together - We focus on solutions and client value by acting decisively, prioritizing what matters most, and turning ideas into results through rapid, iterative action.
E mpathy - We Grow Together - We listen deeply to our customers and to each other, using data, empathy, and mutual respect to grow stronger together.
T ransform - We Raise The Bar - We set high standards, honor our commitments, and move forward every day with a success mindset, driving continuous improvement and quality for our customers. Our Commitment to Diversity
TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.
We are focused on building a culture that acknowledges and values diversity, equity, and inclusion. What We Offer Base annual salary range of $80,000 - $110,000, commensurate with experience. Eligibility for annual bonus based on performance and company success 100% paid medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026) Company-paid life insurance Traditional and Roth 401k plans Paid parental leave Learning & development opportunities with company reimbursement for eligible educational expenses Working abroad opportunities Volunteer days off Flexible scheduling Up to $300 reimbursement for initial equipment to set up hybrid work environment Generous PTO and holiday schedule Remote work environment
California Applicants: CCPA/CPRA Notice
Right to Work Poster
Notice of E-verify Participation
Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing accommodations@tixtrack.com.
Department Customer Experience Locations New York City Remote status Fully Remote Employment type Full-time