The Role
TicketManager is hiring an Account Manager (AM) to own and grow a portfolio of customers, primarily consisting of accounts at approximately $2,500 MRR and below. This is a customer-facing, revenue-focused role responsible for driving customer engagement, adoption, retention, expansion, and long-term value.
The Account Manager is the
entry point into TicketManager's Customer Success career path and provides the foundation for growth into roles such as
Retention Manager, Account Director, Strategic Director, and beyond. Account Managers will build the customer, product, and commercial expertise needed to take on increasingly complex and strategic accounts as they grow within the organization.
As the primary relationship owner for their assigned book of business, the Account Manager will develop a strong understanding of each customer's goals, drive adoption of TicketManager's platform and services, monitor account health, identify opportunities for growth, and ensure customers continue to see measurable value from their partnership with TicketManager.
This is a hands-on role for someone who wants to build a career in Customer Success and account management within a B2B SaaS environment. Success requires strong relationship-building skills, commercial instincts, organization, curiosity, and the ability to coordinate internal resources to deliver an exceptional customer experience.
Responsibilities: - Account Ownership & Customer Success
- Own the day-to-day relationship and overall success of an assigned portfolio of customers, primarily consisting of accounts at approximately $2,500 MRR and below.
- Develop a strong understanding of each customer's business objectives, TicketManager usage, key stakeholders, and opportunities to deliver greater value.
- Build trusted relationships with customer stakeholders and serve as the primary point of contact throughout the customer lifecycle.
- Maintain consistent customer engagement and ensure accounts receive proactive, high-quality communication and support.
- Adoption, Retention & Growth
- Drive adoption and utilization of TicketManager's products and services across assigned accounts.
- Monitor account health, engagement, usage, and customer sentiment to identify potential risks and opportunities early.
- Develop and execute action plans to improve engagement, strengthen customer relationships, and increase long-term value.
- Identify upsell, cross-sell, and expansion opportunities across TicketManager's product portfolio and partner with the appropriate Revenue team members to move opportunities forward.
- Support renewal readiness by maintaining strong customer relationships, documenting account health and value, and partnering closely with the Retention team throughout the renewal process.
- Customer Business Reviews
- Prepare and lead customer business reviews that demonstrate product usage, value delivered, and opportunities to strengthen the partnership.
- Use customer data, product usage, and account insights to provide recommendations and identify opportunities for increased adoption and value.
- Partner with internal teams to prepare account-specific materials and ensure follow-through on commitments and next steps.
- Cross-Functional Account Management
- Serve as the internal quarterback for assigned accounts, coordinating across Customer Support, Ticket Operations, Product, Sales, Retention, and other teams as needed.
- Proactively identify customer issues or risks, engage the appropriate internal resources, and maintain ownership through resolution.
- Ensure internal teams have the customer context and information needed to deliver a consistent experience.
- Account Planning & CRM
- Maintain accurate, up-to-date account records, customer contacts, activity, opportunities, risks, and next steps.
- Develop account plans for priority customers within the assigned portfolio.
- Maintain visibility into customer health, upcoming renewals, growth opportunities, and open issues.
- Demonstrate strong CRM hygiene and disciplined follow-through across the assigned book of business.
- Events & Customer Engagement
- Represent TicketManager with customers at live events, customer meetings, and TicketManager's annual Partner Summit.
- Use in-person customer engagement to strengthen relationships, understand customer needs, and uncover opportunities to deliver additional value.
- Travel regularly to customer offices and live events as business needs require.
Desired Skills and Experience:- BA/BS degree required
- 2-5+ years of professional experience in Customer Success, Account Management, B2B SaaS, client services, sales, or another customer-facing role.
- Strong relationship-building skills with the ability to develop credibility and trust with customer stakeholders.
- Customer-first mindset with a genuine interest in understanding business needs and helping customers achieve measurable outcomes.
- Commercial mindset with an interest in developing skills across customer retention, renewals, upselling, and account growth.
- Strong verbal and written communication skills with the confidence to lead customer conversations, meetings, and presentations.
- Highly organized and able to effectively manage a portfolio of customers, competing priorities, follow-ups, and deadlines.
- Proactive problem solver who takes ownership and follows issues through resolution.
- Comfortable working cross-functionally and coordinating across multiple internal teams.
- Ability to learn a SaaS platform and translate product capabilities into meaningful customer value.
- Comfortable using customer data, product usage, and account insights to guide conversations and recommendations.
- Growth-oriented and motivated to develop toward increasingly complex and strategic Customer Success and Account Management roles.
- Willing and excited to travel and engage customers at offices, live events, and TicketManager programs.
- Experience in B2B SaaS, ticketing, sports, events, hospitality, sponsorships, or enterprise services is a plus.
TicketManager Highlights:- Location: Calabasas, CA (HQ) or New York, NY
- Compensation: $75,000-$100,000 Base Salary
- Variable Compensation & Commission Eligibility
- Reports To: VP, Customer Success
- Work Expectations: Role is In-Office, Monday-Friday
- Retirement: 401(k) Company Match
- Health Benefits: Medical, Dental, Vision & Chiropractic
- Time Off: Unlimited PTO
- Interview Process: Multistage interview process with senior leaders across TicketManager to ensure strong alignment on role scope and expectations.
- Events: Quarterly live event credits (we practice what we preach!), monthly happy hours, and volunteering
- Perks: Fun, collaborative, in-office culture at our HQ with catered lunches and big company perks with the autonomy of a high-growth startup.
- Recognition: Inc. 5000 fastest-growing private company by Inc. Magazine six years in a row. Recognized as one of the Best Places to Work by Inc. Magazine, The LA Business Journal, and Sports Business Journal
- 4.5 out of 5 Glassdoor rating
- Used by over 4,000 globally known companies including ~15% of the Fortune 500
