vivenu

(Senior) Commercial Customer Success Manager

vivenu • $95K — $115K *
Tampa, FL 33647In-Person
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Proven ability to build strong relationships with stakeholders, including executives and IT teams.
  • Experience managing a customer portfolio with effective prioritization of tasks.
  • Skills in creating actionable success plans using CRM insights and real-time data.
  • Confidence in delivering product demos and conducting business reviews for varied audiences.
  • Detail-oriented with hands-on experience in platform configuration.
  • Ability to explain technical concepts clearly to diverse stakeholders.
  • Solution-oriented mindset for navigating complex challenges in customer interactions.
  • Deep understanding of Customer Success frameworks, particularly in value realization.

Responsibilities

  • Proactively manage customer portfolio with tailored success plans aligned to their strategic goals.
  • Guide customers through smooth implementation to realize early value from the platform.
  • Build long-term partnerships with stakeholders via workshops and business reviews.
  • Advise customers on enhancing user experience and driving revenue growth.
  • Monitor KPIs to identify risks and implement data-driven actions.
  • Develop customer relationships to secure contract renewals and expansions.
  • Gather customer feedback to inform product and service improvements.
  • Deliver training to keep customers updated on new features and developments.

Benefits

  • Opportunity to work in a dynamic and innovative environment.
  • Access to ongoing professional development and training programs.
  • Participation in workshops and initiatives to enhance partnerships.
  • Collaboration with diverse teams and stakeholders in an engaging atmosphere.
  • Flexible working conditions promoting work-life balance.
Full Job Description
As a (Senior) Commercial Customer Success Manager your responsibilities will include:

  • Customer Success as a Strategic Priority: Proactively manage your customer portfolio and develop tailored success plans that align your customers' strategic goals with the capabilities of the vivenu platform.
  • Onboarding & First Value Realization: Guide your customers through a smooth and structured implementation. Ensure that the value of the platform becomes tangible and measurable early on.
  • Relationship Management at Eye Level: Build long-term partnerships with key stakeholders and strengthen them through workshops, regular business reviews, and initiatives such as vivenu Labs or the Ambassadors Program.
  • Growth & Expansion Advisory: Help your customers improve user experience, drive revenue growth, and optimize operational processes.
  • Customer Health Monitoring: Monitor relevant KPIs and usage data to identify risks early and implement data-driven actions to strengthen the relationship.
  • Renewal Management with Vision: Act early to develop the customer relationship further and secure contract renewals and potential expansions.
  • Voice of the Customer: Collect constructive feedback and share it with internal teams to help improve our product, services, and internal structures.
  • Enablement & Product Training: Keep customers up to date with new features and platform developments. Plan and deliver training to ensure adoption and long-term value.


What you will need to succeed in this role:

  • Stakeholder Relationship Management: Proven ability to build and maintain strong relationships with a wide range of stakeholders - including ticketing managers, digital and IT teams, and executive leadership.
  • Portfolio Management & Prioritization: Experience managing a customer portfolio, with the ability to effectively prioritize time and resources based on customer needs, goals, and KPIs.
  • Strategic Success Planning: Skills in creating actionable success plans based on customer discovery, CRM insights, real-time usage data, and relevant industry trends.
  • Effective Communication Across Formats: Confidence in facilitating workshops, delivering product demos, and conducting executive-level business reviews - with messaging tailored to each audience.
  • Hands-On Product Engagement: A detail-oriented approach with a willingness to engage directly in platform configuration to ensure optimal setup and value realization.
  • Technical Fluency: Ability to clearly explain technical concepts - such as security features, APIs, and payment integrations - in a way that's accessible to both technical and non-technical stakeholders.
  • Proactive Problem Solving: A solution-oriented mindset, especially when navigating complex customer situations or technical challenges.
  • Customer Success Expertise: Deep understanding of Customer Success frameworks and methodologies, including value realization and long-term retention strategies.
  • Professional Experience: 3+ years of experience in one or more of the following areas: Software Customer Success, the event ticketing or live event industry, or change management roles.

About vivenu

Vivendi SE is a French mass media holding company headquartered in Paris. Widely known as the owner of Gameloft, Groupe Canal+, Havas, Editis, Prisma Media, Vivendi Village and Dailymotion, the company has activities in television, film, video game, book publishing, print press, communication, tickets and video hosting services. Bolloré is the largest shareholder at approximately 30% of the company. Vivendi's chairman Yannick Bolloré is also CEO of Havas, which was spun-off from Vivendi in 2000 but has since become a subsidiary.
Learn more about vivenu
Industry
Enterprise Technology
* Ladders Estimates

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